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EXIN ITIL 4 Foundation Sample Questions:

1. Why should a service level agreement include bundles of metrics?

A) To help focus on business outcomes, rather than operational results
B) To reduce the number of metrics that need to be measured and reported
C) To ensure that all services are included in the service reports
D) To ensure that the service levels have been agreed with customers

2. What is defined as an unplanned interruption or reduction in the quality of a service?

A) A problem
B) An incident
C) A change
D) An event

3. What is the PRIMARY use of a change schedule?

A) To manage emergency changes
B) To plan changes and help avoid conflicts
C) To support the 'incident management' practice and improvement planning
D) To manage standard changes

4. What is used as a tool to help define and measure performance?

A) A service level agreement
B) A continual improvement register
C) A change schedule
D) An incident record

5. Which practice includes management of workarounds and known errors?

A) Service configuration management
B) Incident management
C) Problem management
D) Monitoring and event management

Solutions: