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EXIN ITIL Foundation (V4) Sample Questions:
1. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?
A) Escalation
B) Prioritization
C) Categorization
D) Detection
2. Which practice identifies metrics that reflect a customer experience of a service?
A) Service level management
B) Service desk
C) Continual improvement
D) Problem management
3. Which statement about the 'service request management' practice is CORRECT?
A) Financial authorization is sometimes required for service requests
B) Additional approval is sometimes needed for restoration of service
C) A new workflow is created for each type of request
D) Service requests are fulfilled using simple workflows
4. Which statement about a service value stream is CORRECT?
A) It is a service value chain activity
B) It provides an operating model for service providers
C) It integrates practices for a specific scenario
D) it uses inputs and outputs prescribed by ITIL
5. Which stakeholders co-create value in a service relationship?
A) Consumer and provider
B) Investor and consumer
C) Provider and supplier
D) Investor and supplier
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: A |
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