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EXIN ITIL 4 Foundation Sample Questions:

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

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

2. Why should a service level manager carry out regular service reviews?

A) To capture information about service issues and performance against agreed goals
B) To ensure that agreements are written simply and are easy to understand
C) To ensure continual improvement of services, so that they meet the evolving needs of service consumers
D) To collect information about service consumer goals and objectives

3. Which is part of the definition of a customer?

A) A means of enabling value co-creation
B) A set of specialized organizational capabilities for enabling value
C) The role that defines the requirements for a service
D) The role that authorizes budget for service consumption

4. Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

A) Collaborate and promote visibility
B) Optimize and automate
C) Progress iteratively with feedback
D) Focus on value

5. Which step of the continual improvement model includes baseline assessments?

A) Did we get there?
B) What is the vision?
C) Where do we want to be?
D) Where are we now?

Solutions: