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EXIN ITIL 4 Foundation Sample Questions:

1. What should be done to determine the appropriate metrics for measuring a new service?

A) Asking customers to provide numerical targets that meet their needs
B) Measuring the performance over the first six months, and basing a solution on the results
C) Using operational data to provide detailed service reports
D) Asking customers open questions to establish their requirements

2. Which term could be used to refer to a single person who has independently subscribed to a service?

A) Service desk
B) Organization
C) Service provider
D) Supplier

3. Which is part of the value proposition of a service?

A) Costs imposed on the consumer by the service
B) Costs removed from the consumer by the service
C) Risks imposed on the consumer by the service
D) Outputs of the service received by the consumer

4. What should be used to set user expectations for request fulfilment times?

A) The consumer demand for the service
B) The service levels of the supplier
C) The time needed to realistically deliver the service
D) The time that the customer indicates for service delivery

5. What is MOST LIKELY to be handled as a service request?

A) The implementation of a workaround
B) Managing an interruption to a service
C) Providing a virtual server for a development team
D) An emergency change to apply a security patch

Solutions: