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EXIN ITIL Foundation (V4) Sample Questions:

1. Identify the missing word(s) in the following sentence.
The service desk should be the entry point and single point of contact for the [?] with all of its users.

A) Supplier
B) Service provider
C) Customer
D) Service consumer

2. Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

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

3. Which step of the 'continual improvement model' defines measurable targets?

A) What is the vision?
B) Where do we want to be?
C) how we get there?
D) Where are we now?

4. How is a continual improvement register used?

A) To provide a structured approach to implementing improvements
B) To organize past, present, and future improvement ideas
C) To record requests for provision of a resource or service
D) To authorize changes to implement improvement initiatives

5. What is the definition of warranty?

A) A means of identifying a result for a stakeholder
B) A means of determining whether a service is fit for use
C) A means of determining whether a service is fit for purpose
D) A means of identifying events that could cause harm or loss

Solutions: