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EXIN ITIL 4 Foundation Sample Questions:

1. Why should a service level manager carry out regular service reviews?

A) To collect information about service consumer goals and objectives
B) To ensure continual improvement of services, so that they meet the evolving needs of service consumers
C) To capture information about service issues and performance against agreed goals
D) To ensure that agreements are written simply and are easy to understand

2. Which describes a 'change authority'?

A) A tool used to help plan changes
B) A model used to determine who will assess a change
C) A person who approves a change
D) A way to manage the people aspects of change

3. Which is a purpose of the 'service level management' practice?

A) To establish and nurture the links between the organization and its stakeholders
B) To set clear business-based targets for service levels
C) To support the agreed quality of a service by handling all agreed, user-initiated service requests
D) To ensure that the organization's suppliers and their performance are managed appropriately

4. What is the value of a service?

A) The amount of money that is created or saved for the service consumers by using the service
B) A tangible or intangible deliverable of the service
C) A result for a stakeholder enabled by the outputs of the service
D) The benefits, usefulness, or importance of the service, as perceived by the stakeholders

5. Which is MOST LIKELY to be achieved by following a detailed procedure?

A) Resolving an incident
B) Assessing a change
C) Investigating a problem
D) Managing a service request

Solutions: