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EXIN ITIL 4 Foundation Sample Questions:

1. Which describes a 'change authority'?

A) A model used to determine who will assess a change
B) A way to manage the people aspects of change
C) A tool used to help plan changes
D) A person who approves a change

2. Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

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

3. 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

4. What ensures that a service provider and a service consumer continually co-create value?

A) Service level management
B) Service offerings
C) Service relationship management
D) Service consumption

5. Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

A) Continual improvement
B) Service level management
C) Service configuration management
D) Relationship management

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