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EXIN ITIL 4 Foundation Sample Questions:

1. What is an incident?

A) The planned removal of an item that might affect a service
B) A service interruption resolved by the use of self-help tools
C) A result enabled by one or more outputs
D) A possible future event that could cause harm

2. Which dimension includes activities and workflows?

A) Partners and suppliers
B) Value streams and processes
C) Organizations and people
D) Information and technology

3. Identify the missing word in the following sentence:
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

A) outputs
B) warranty
C) utility
D) outcomes

4. Which is included in the purpose of the 'service level management' practice?

A) To ensure that suppliers and their performance are managed appropriately
B) To ensure accurate information about the configuration of services is available
C) To set clear business-based targets for service levels
D) To maximize the number of successful service and product changes

5. Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

A) The service provider gains a better understanding of the customer experience
B) Service providers are able to respond more quickly to customer needs
C) Bottlenecks in the service provider's workflow are identified
D) The complexities of the service provider's IT systems are identified

Solutions: