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EXIN ITIL 4 Foundation Sample Questions:

1. Which statement BEST describes the value of service strategy to the business?

A) It reduces the duration and frequency of service outages
B) It enables the service provider to understand what levels of service will make their customers successful
C) It reduces unplanned costs through optimized handling of service outages
D) It allows higher volumes of successful change

2. What is the CORRECT definition of service management?

A) A set of specialized assets for transitioning services into the live operational environment
B) The capability of service providers to minimize their costs without reducing the value of the services
C) A set of specialized organizational capabilities for delivering value to customers in the form of services
D) The capability of supplier to deliver services to providers in exchange for money

3. What is described by the service value system?

A) How all the components and activities of the organization work together as a system to enable value creation
B) Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
C) How to apply the systems approach of the guiding principle think and work holistically
D) Services based on one or more products, designed to address needs of a target consumer group

4. What type of change is pre-authorized, low risk, relatively common, and follows a procedure or work instruction?

A) An emergency change
B) A standard change
C) A normal change
D) An internal change

5. Which statement about outcomes is CORRECT?

A) Outcomes are one or more services that fulfill the needs of a service consumer
B) Helping service consumers achieve outcomes reduces service provider costs
C) Outcomes help service consumers achieve outputs
D) Service providers help service consumers achieve outcomes

Solutions: