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EXIN ITIL 4 Foundation Sample Questions:

1. 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) warranty
B) utility
C) outputs
D) outcomes

2. What are the KEY stakeholder groups that service providers should cooperate with?

A) Customers
B) Developers
C) Suppliers
D) Relationship managers

3. Which is a key requirement for a successful service level agreement (SLA)?

A) Using an agreement between the service provider and service supplier
B) Using individual metrics that relate to the service catalogue
C) Using single-system-based metrics that relate to outputs
D) Using bundled metrics to relate performance to outcomes

4. What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

A) Customer engagement
B) Customer feedback
C) Operational metrics
D) Business metrics

5. Which TWO types of competence are MOST important for service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills

A) 1 and 4
B) 3 and 4
C) 2 and 3
D) 1 and 2

Solutions: