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EXIN ITIL 4 Foundation Sample Questions:

1. Which of the following guiding principles proposes the elimination of unnecessary work?

A) Progress iteratively with feedback
B) Keep it simple and practical
C) Think and work holistically
D) Start where you are

2. For which purpose would the continual improvement practice use a SWOT analysis?

A) Understanding the current state
B) Defining the future desired state
C) Ensuring everyone actively participates
D) Tracking and managing ideas

3. Which of the four dimensions focuses on roles, responsibilities, and systems of authority?

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

4. Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.

A) Service provider
B) Customer
C) Supplier
D) Service consumer

5. What is a service?

A) A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
B) Joint activities performed by a service provider and a service consumer to ensure continual value co-creation based on agreed and available service offerings
C) A possible event that could cause harm or loss, or make it more difficult to achieve objectives
D) A tangible or intangible deliverable of an activity

Solutions: