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EXIN ITIL 4 Foundation Sample Questions:

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

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

2. Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

A) Service level management
B) IT asset management
C) Incident management
D) Monitoring and event management

3. Which statement about the service value chain is CORRECT?

A) The service value chain converts value into demand
B) Each value chain activity identifies a requirement for resources from an external supplier
C) The service value chain uses value streams to describe a combination of consumers and providers
D) Each value chain activity uses different combinations of practices to convert inputs into outputs

4. Which activity is NOT recommended by the 'start where you are' guiding principle?

A) Discarding existing processes before assessing their usefulness
B) Using source data to avoid any unintentional data distortion round in reports
C) Applying risk management when considering to introduce new processes
D) Involving people who are not familiar with a service when observing and assessing its activities

5. Which statement about the automation of service requests is CORRECT?

A) Service requests that cannot be automated should be handled as problems
B) Service requests and their fulfilment should be carried out by service desk staff without automation
C) Service requests and their fulfilment should be automated as much as possible
D) Service requests that cannot be automated should be handled as incidents

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