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EXIN ITIL 4 Foundation Sample Questions:

1. What are 'engage', 'plan' and 'improve' examples of?

A) Change control
B) Service level management
C) Service value chain activities
D) Service value chain inputs

2. What is the CORRECT definition of service management?

A) A set of specialized organizational capabilities for delivering value to customers in the form of services
B) The capability of supplier to deliver services to providers in exchange for money
C) The capability of service providers to minimize their costs without reducing the value of the services
D) A set of specialized assets for transitioning services into the live operational environment

3. Which service transition process provides guidance about converting data into information?

A) Service validation and testing
B) Change evaluation
C) Knowledge management
D) Service asset and configuration management

4. Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.

A) warranty
B) information
C) utility
D) costs

5. Which statement about outcomes is CORRECT?

A) Outcomes help service consumers achieve outputs
B) Helping service consumers achieve outcomes reduces service provider costs
C) Outcomes are one or more services that fulfill the needs of a service consumer
D) Service providers help service consumers achieve outcomes

Solutions: