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EXIN ITILFND_V4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

1. What should all 'continual improvement' decisions be based on?

A) Details of how services are measured
B) An up-to-date balanced scorecard
C) Accurate and carefully analysed data
D) A recent maturity assessment

2. Which practice provides a communications point for users to report operational issues, queries and requests?

A) Continual improvement
B) Relationship management
C) Service desk
D) Incident management

3. Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

A) Service request management
B) Service configuration management
C) Change enablement
D) Deployment management

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

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

5. Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

A) Continual improvement
B) Service level management
C) Change enablement
D) Service desk

Solutions: