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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice identifies metrics that reflect a customer experience of a service?

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

2. Which component is focused on the activities needed by an organization to help it co-create value?

A) Service value chain
B) Practices
C) Continual improvement
D) Guiding principles

3. What varies in size and complexity, and uses functions to achieve its objectives?

A) A practice
B) An organization
C) An outcome
D) A risk

4. What ensures that service providers and service consumers continue to create value together?

A) Service offerings
B) Service relationship management
C) Service consumption
D) Service level management

5. Which guiding principle considers customer and user experience?

A) Keep it simple and practical
B) Focus on value
C) Start where you are
D) Collaborate and promote visibility

Solutions: