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EXIN ITIL 4 Foundation Sample Questions:

1. Which is a purpose of the 'engage' value chain activity?

A) Meeting expectations for quality, costs and time-to-market
B) Providing transparency and good relationships
C) Ensuring the continual improvement of services
D) Ensuring that the organization's vision is understood

2. What is defined as a cause, or potential cause, of one or more incidents?

A) Known error
B) Change
C) Event
D) Problem

3. Which statement about costs is CORRECT?

A) Costs removed from the consumer are part of the value proposition
B) Costs imposed on the consumer are costs of service utility
C) Costs removed from the consumer are part of service consumption
D) Costs imposed on the consumer are costs of service warranty

4. What is described by the service value system?

A) How to apply the systems approach of the guiding principle think and work holistically
B) How all the components and activities of the organization work together as a system to enable value creation
C) Services based on one or more products, designed to address needs of a target consumer group
D) Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

5. How should the workflow for a new service request be designed?

A) Avoid workflows for simple service requests
B) Leverage existing workflows whenever possible
C) Use different workflows for each type of service request
D) Use a single workflow for all types of service request

Solutions: