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EXIN ITIL 4 Foundation Sample Questions:

1. Which statement about outcomes is CORRECT?

A) Outcomes rely on outputs to deliver results for a stakeholder
B) Outcomes use activities to produce tangible or intangible deliverables
C) Outcomes give service consumers assurance of products or services
D) Outcomes help a service consumer to assess the cost of a specific activity

2. Which statement about service requests is CORRECT?

A) Service requests that require simple workflows should be dealt with as incidents
B) Complex service requests should be dealt with as normal changes
C) Service requests require workflows that should use manual procedures and avoid automation
D) Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

3. Which is NOT a component of the service value system?

A) Continual improvement
B) The service value chain
C) Opportunity and demand
D) Governance

4. How do 'continual improvement registers' help to create value?

A) By making improvements visible
B) By documenting all improvement ideas in a single place
C) By assigning change authorities for change requests
D) By monitoring achievement against service level targets

5. What should be done to determine the appropriate metrics for measuring a new service?

A) Asking customers open questions to establish their requirements
B) Asking customers to provide numerical targets that meet their needs
C) Using operational data to provide detailed service reports
D) Measuring the performance over the first six months, and basing a solution on the results

Solutions: