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EXIN ITIL 4 Foundation Sample Questions:

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

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

2. Which is handled as a service request?

A) The failure of an IT service
B) An emergency change to implement a security patch
C) A compliment about an IT support team
D) An investigation to identify the cause of an incident

3. What is the value of a service?

A) A result for a stakeholder enabled by the outputs of the service
B) The amount of money that is created or saved for the service consumers by using the service
C) The benefits, usefulness, or importance of the service, as perceived by the stakeholders
D) A tangible or intangible deliverable of the service

4. Which practice requires focus and effort to engage and listen to the requirements, issues, concerns, and daily needs of customers?

A) Supplier management
B) Service level management
C) Service request management
D) Service desk

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

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

Solutions: