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EXIN ITIL Foundation (V4) Sample Questions:

1. What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

A) Service consumption
B) Service provision
C) Service management
D) Service offering

2. Which is an external input to the service value chain?

A) An overall plan
B) Feedback loops
C) The 'improve' value chain activity
D) Customer requirements

3. Identify the missing word in the following sentence.
A customer define is the [?] for a service and takes responsibility for the outcomes of service consumption.

A) products
B) Requirements
C) Suppliers
D) Resources

4. Which is a purpose of the 'service desk' practice?

A) To maximize the number of successful IT changes by ensuring risks are properly assessed
B) To capture demand for incident resolution and service requests
C) To set clear business-based targets for service performance
D) To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

5. Which dimension of service management includes consideration of the type of relationship required with other organizations involved in the design and delivery of services?

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

Solutions: