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EXIN ITIL Foundation (V4) Sample Questions:

1. Which statement BEST describes the value of service strategy to the business?

A) It allows higher volumes of successful change
B) It reduces unplanned costs through optimized handling of service outages
C) It reduces the duration and frequency of service outages
D) It enables the service provider to understand what levels of service will make their customers successful

2. Which practice identifies metrics that reflect the customer's experience of a service?

A) Continual improvement
B) Problem management
C) Service level management
D) Service desk

3. Which is the BEST example of an emergency change?

A) A scheduled major hardware and software implementation
B) A low-risk computer upgrade implemented as a service request
C) The implementation of a planned new release of a software application
D) The implementation of a security patch to a critical software application

4. When should the effectiveness of a problem workaround be assessed?

A) Whenever the workaround is used
B) Whenever the problem is resolved
C) Whenever the problem is prioritized
D) Whenever the workaround becomes a known error

5. Which statement about outcomes is CORRECT?

A) Outcomes are how the service performs
B) An outcome can be enabled by more than one output
C) An output can be enabled by one or more outcomes
D) An outcome is a tangible or intangible activity

Solutions: