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EXIN ITIL 4 Foundation Sample Questions:

1. Which describes outcomes?

A) Configuration of an organization's resources
B) Functionality offered by a product or service
C) Tangible or intangible deliverables
D) Results desired by a stakeholder

2. Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

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

3. What is included in the purpose of the 'relationship management' practice?

A) Setting clear business-based targets so that the delivery of a service can be properly assessed
B) Creating collaborative relationships with key suppliers to uncover and realize new value
C) Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
D) Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders

4. How can service consumers contribute to risk mitigation?

A) By ensuring that the service provider has configured correctly its resources
B) By being fully aware of their own requirements for the service
C) Through the provision of services according to predefined needs
D) By controlling the specific level of risk on the service provider's behalf

5. Which describes the utility of a service?

A) A service that increases constraints on the consumer
B) A service that is fit for use
C) A service that meets its service level targets
D) A service that supports the performance of the consumer

Solutions: