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EXIN ITIL 4 Foundation Sample Questions:

1. Which is included in the purpose of the 'deliver and support' value chain activity?

A) Understanding the organization's service vision
B) Meeting stakeholder expectations for time to market
C) Providing services to agreed specifications
D) Understanding stakeholder needs

2. Which dimension includes activities and workflows?

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

3. What is included in the purpose of the 'continual improvement' practice?

A) Creating collaborative relationships with key suppliers to realize new value
B) Ensuring that delivery of services is properly assessed, monitored, and improved against targets
C) Identifying and continually improving relationships with and between stakeholders
D) Aligning the organization's practices and services with changing business needs

4. What should be considered as part of the 'partners and suppliers' dimension?

A) The level of integration and formality involved in the relationships between organizations
B) The activities, workflows, controls and procedures needed to achieve the agreed objectives
C) The required skills and competencies of teams and individual members of the organization
D) The information created, managed and used in the course of service provision and consumption

5. How are target resolution times used in the 'incident management' practice?

A) They are established, reviewed, and reported to ensure that customers are happy with the service
B) They are agreed, documented, and communicated to help set user expectations
C) They are scheduled, assessed and authorized to reduce the risk of service failures
D) They are initiated, approved, and managed to ensure that predictable responses are achieved

Solutions: