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EXIN ITIL 4 Foundation Sample Questions:

1. Which is a purpose of the 'service level management' practice?

A) To set clear business-based targets for service levels
B) To support the agreed quality of a service by handling all agreed, user-initiated service requests
C) To establish and nurture the links between the organization and its stakeholders
D) To ensure that the organization's suppliers and their performance are managed appropriately

2. A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:

A) Re-use nothing from the current state
B) Understand that fast does not mean incomplete
C) Communicate so that the audience will hear
D) Adopt a practice which is easy to follow

3. Which is included in the purpose of the 'deliver and support' value chain activity?

A) Understanding the organization's service vision
B) Providing services to agreed specifications
C) Meeting stakeholder expectations for time to market
D) Understanding stakeholder needs

4. Which practice is MOST associated with the use of empathy to understand users?

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

5. Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.

A) Service provider
B) Service consumer
C) Customer
D) Supplier

Solutions: