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EXIN ITIL 4 Foundation Sample Questions:

1. 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

2. Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

A) Optimize and automate
B) Think and work holistically
C) Collaborate and promote visibility
D) Focus on value

3. Which of the four dimensions contributes MOST to defining activities needed to deliver services?

A) Value streams and processes
B) Organizations and people
C) Partners and suppliers
D) Information and technology

4. In service relationships, what is a benefit of identifying consumer roles?

A) It removes constraints from the customer
B) It enables effective stakeholder management
C) It provides shared service expectations
D) It enables a common definition of value

5. What is the definition of warranty?

A) A means of determining whether a service is fit for purpose
B) A means of identifying a result for a stakeholder
C) A means of determining whether a service is fit for use
D) A means of identifying events that could cause harm or loss

Solutions: