EXIN EXIN ITIL ITILFNDv4

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EXIN ITIL 4 Foundation Sample Questions:

1. Which TWO are inputs to the service value system?
1. Demand
2. Products
3. Value
4. Opportunity

A) 1 and 4
B) 3 and 4
C) 2 and 3
D) 1 and 2

2. Which describes the utility of a service?

A) A service that meets its service level targets
B) A service that increases constraints on the consumer
C) A service that is fit for use
D) A service that supports the performance of the consumer

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

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

4. Which is a recommendation of the guiding principle 'think and work holistically'?

A) Review service management practices and remove any unnecessary complexity
B) Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
C) Conduct a review of existing service management practices and decide what to keep and what to discard
D) Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

5. Which practice has a strong influence on the user experience and perception of the service provider?

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

Solutions: