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EXIN ITIL 4 Foundation Sample Questions:

1. What is the definition of 'service management'?

A) A result for a stakeholder enabled by one or more outputs
B) A formal description of one or more services, designed to address the needs of a target consumer group
C) Joint activities performed by a service provider and a service consumer to ensure continual value co-creation
D) A set of specialized organizational capabilities for enabling value for customers in the form of services

2. Which helps to streamline the fulfilment of service requests?

A) Creating new workflows for every service request
B) Eliminating service requests which have complex workflows
C) Understanding which service requests can be accomplished with limited approvals
D) Separating requests relating to service failures from the degradation of services

3. Which dimension includes the knowledge needed for the management of services?

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

4. Which of the following can be used to access service desks?

A) Email
B) All of the above
C) Phone calls
D) Text and social media messaging

5. Which guiding principle considers customer and user experience?

A) Collaborate and promote visibility
B) Focus on value
C) Keep it simple and practical
D) Start where you are

Solutions: