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EXIN ITIL 4 Foundation Sample Questions:

1. Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

A) Guiding principles
B) Service value chain
C) Continual improvement
D) Practices

2. What is typically needed to assign complex incidents to support groups?

A) The incident category
B) A change schedule
C) A self-help tool
D) The incident priority

3. Which of the following is a necessity to a successful service level agreement (SLAs)?

A) Base the SLA on system-based metrics that are useful to the service provider
B) In order to promote consistent service, they should be carried forward, unchanged, from one year to the next
C) The language and terms used in the SLA should be commonly understood by all parties
D) Vague targets, such as those related to user experience, should be avoided

4. What term is used to describe whether a service will meet availability, capacity and security requirements?

A) Utility
B) Value
C) Warranty
D) Outcomes

5. Which of the following ensures that a service provider and a service consumer continually co- create value?

A) Service level management
B) Service relationship management
C) Service offerings
D) Service consumption

Solutions: