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EXIN ITIL Foundation (V4) Sample Questions:

1. Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

A) Service desk
B) Deployment management
C) Problem management
D) Service configuration management

2. Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A) managed
B) defined
C) rewarded
D) measured

3. Which term relates to service levels aligned with the needs of service consumers?

A) Cost
B) Warranty
C) Utility
D) Service management

4. Which is an external input to the service value chain?

A) Feedback loops
B) Customer requirements
C) The 'improve' value chain activity
D) An overall plan

5. Which 'service level management' activity helps staff to deliver a more business-focused service?

A) Using complex technical terminology in service level agreements (SLAs)
B) Measuring low-level operational activities
C) Creating targets based on the percentage of uptime of a service
D) Understanding the ongoing requirements of customers

Solutions: