EXIN ITIL 4 Foundation : ITILFND_V4

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EXIN ITIL 4 Foundation Sample Questions:

1. How should an organization adopt continual improvement methods?

A) Select a few key methods for the types of improvement that the organization handles
B) Build the capability to use as many improvement methods as possible
C) Select a single method for all improvements that the organization handles
D) Use a new method for each improvement the organization handles

2. When should a workaround be created?

A) As soon as possible, once the incident is logged
B) When a problem cannot be resolved quickly
C) When a potential permanent solution has been identified
D) After the resolution of a problem

3. Which guiding principle considers the importance of customer loyalty?

A) Start where you are
B) Focus on value
C) Progress iteratively with feedback
D) Optimize and automate

4. Which statement about service offerings is CORRECT?

A) Each service should be described to consumers as a single service offering
B) The same product can be used as a basis for more than one service offering
C) Service offerings include the transfer of goods from the consumer to the provider
D) Service offerings describe service actions performed by users

5. An SLA is a service level agreement. Which describes the 'watermelon SLA' effect?

A) SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed
B) A single SLA defines target service levels for multiple customers, so every customer sees reports about other customers' experiences
C) Introducing SLAs for a service enables customers to see that the service provider is doing a really good job, so this improves satisfaction
D) The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied

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