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EXIN ITIL 4 Foundation Sample Questions:

1. Which describes the utility of a service?

A) A service that increases constraints on the consumer
B) A service that meets its service level targets
C) A service that is fit for use
D) A service that supports the performance of the consumer

2. What actions does a service desk take for all issues, queries and requests that are reported to them?

A) Initiate, approve, fulfil
B) Diagnose, investigate, resolve
C) Schedule, assess, authorize
D) Acknowledge, classify, own

3. Which process works with incident management to ensure that security breaches are detected and logged?

A) Continual service improvement
B) Change management
C) Service level management
D) Access management

4. What should be used to set user expectations for request fulfilment times?

A) The consumer demand for the service
B) The time needed to realistically deliver the service
C) The service levels of the supplier
D) The time that the customer indicates for service delivery

5. Which is one of the MAIN concerns of the 'design and transition' value chain activity?

A) Understanding the organization's vision
B) Meeting stakeholder expectations
C) Understanding stakeholder needs
D) Ensuring service components are available

Solutions: