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EXIN ITIL 4 Foundation Sample Questions:

1. What is defined as an unplanned interruption or reduction in the quality of a service?

A) A problem
B) A change
C) An event
D) An incident

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

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

3. What is the customer of a service responsible for?

A) Authorizing the budget for the service
B) Provisioning the service
C) Defining the requirements for the service
D) Using the service

4. Which statement about service offerings is CORRECT?

A) Service offerings include the transfer of goods from the consumer to the provider
B) The same product can be used as a basis for more than one service offering
C) Each service should be described to consumers as a single service offering
D) Service offerings describe service actions performed by users

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

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

Solutions: