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EXIN ITIL 4 Foundation Sample Questions:

1. A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?

A) Service level management
B) Service request management
C) Incident management
D) Change enablement

2. Which is a way of applying the guiding principle 'focus on value'?

A) Doing fewer things, but doing them better
B) Understanding how service consumers use services
C) Recognizing the complexity of systems
D) Comprehending the whole, but doing something

3. Which practice conducts reviews to validate that services are covering the needs of the customer?

A) Service level management
B) Monitoring and event management
C) Change enablement
D) Service desk

4. In service relationships, what is a benefit of identifying consumer roles?

A) It provides shared service expectations
B) It enables effective stakeholder management
C) It enables a common definition of value
D) It removes constraints from the customer

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

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

Solutions: