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EXIN ITIL 4 Foundation Sample Questions:

1. Which term relates to service levels aligned with the needs of service consumers?

A) Utility
B) Service management
C) Cost
D) Warranty

2. What is a service?

A) A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
B) A tangible or intangible deliverable of an activity
C) Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
D) A possible event that could cause harm or loss, or make it more difficult to achieve objectives

3. Which term is used to define "any component that needs to be managed in order to deliver an IT service"?

A) A change
B) A configuration item
C) An IT asset
D) An event

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 enables a common definition of value
D) It provides shared service expectations

5. Which is a description of service provision?

A) A formal description of one or more services, designed to address the needs of a service consumer
B) Cooperation between two organizations to ensure that a service delivers value
C) A way to help create value by facilitating outcomes that service consumers need
D) Activities that an organization performs to deliver services

Solutions: