EXIN ITILFNDv4 : ITIL 4 Foundation

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EXIN ITIL 4 Foundation Sample Questions:

1. What is a service?

A) A tangible or intangible deliverable of an activity
B) 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
C) A possible event that could cause harm or loss, or make it more difficult to achieve objectives
D) Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings

2. What should all 'continual improvement' decisions be based on?

A) An up-to-date balanced scorecard
B) Accurate and carefully analysed data
C) Details of how services are measured
D) A recent maturity assessment

3. What is the purpose of the 'incident management' practice?

A) To capture demand for incident resolution and service requests
B) To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
C) To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
D) To support the agreed service quality by effective handling of all agreed user-initiated service requests

4. What type of change is MOST likely to be managed by the 'service request management' practice?

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

5. Which practice forms a link between the service provider and the users of services?

A) Problem management
B) Service level management
C) Change enablement
D) Service desk

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