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EXIN ITIL Foundation (V4) Sample Questions:

1. Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

A) four dimensions of service management
B) 'focus on value' guiding principle
C) 'service request management' practice
D) service value system

2. Why should a service level manager carry out regular service reviews?

A) To collect information about service consumer goals and objectives
B) To ensure that agreements are written simply and are easy to understand
C) To capture information about service issues and performance against agreed goals
D) To ensure continual improvement of services, so that they meet the evolving needs of service consumers

3. Which is provided by the 'engage' value chain activity?

A) Ensuring that stakeholder needs are understood by the organization
B) Ensuring that services are operated to meet agreed specifications
C) Ensuring that service components are available when needed
D) Ensuring that stakeholder expectations for quality are met

4. Which is described by the 'organizations and people' dimension of service management?

A) Communication and collaboration
B) Contracts and agreements
C) Inputs and outputs
D) Workflows and controls

5. Which is part of the definition of a customer?

A) A set of specialized organizational capabilities for enabling value
B) A means of enabling value co-creation
C) The role that defines the requirements for a service
D) The role that authorizes budget for service consumption

Solutions: