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EXIN ITIL Foundation (V4) Sample Questions:

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

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

2. Which is included in the purpose of the 'design and transition' value chain activity?

A) Supporting services according to specifications
B) Continually meeting stakeholder expectations for costs
C) Ensuring that service components are available when needed
D) Providing transparency and good stakeholder relationships

3. Which TWO BEST describe the guiding principles?
* Short term
* Standards
* Recommendations
* Long-term

A) 1 and 2
B) 3 and 4
C) 1 and 4
D) 2 and 3

4. Which of these activities is carried out as part of 'problem management'?

A) Diagnosing and resolving incidents
B) Trend analysis of incident records
C) Creating incident records
D) Escalating incidents to a support team for resolution

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

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

Solutions: