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EXIN ITIL 4 Foundation Sample Questions:

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

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

2. Which BEST describes the purpose of the 'improve' value chain activity?

A) To ensure a shared understanding of the vision and improvement direction for all products and services
B) To continually improve all products and services across all value chain activities
C) To organize a major improvement initiative into several smaller initiatives
D) To make new and improved services and features available for use

3. Which ITIL concept helps an organization to make good decisions?

A) Guiding principles
B) Four dimensions of service management
C) Practices
D) Service value chain

4. Which is a key element of the 'think and work holistically' guiding principle?

A) Understanding the methods applicable to complex systems
B) Eliminating metrics which do not contribute to achieving an objective
C) Assessing which procedures can be re-used when improving a service
D) Using technology for standard tasks to give people time for complex activities

5. Which guiding principle considers customer and user experience?

A) Keep it simple and practical
B) Collaborate and promote visibility
C) Focus on value
D) Start where you are

Solutions: