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EXIN ITIL Foundation (V4) Sample Questions:

1. Which dimension considers the application of artificial intelligence to service management?

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

2. What are the types of asset management?

A) Operational and technical management
B) Operational management and IT asset management
C) IT asset management and software asset management
D) IT asset management and technical management

3. What is a service?

A) A possible event that could cause harm or loss, or make it more difficult to achieve objectives
B) A tangible or intangible deliverable of an activity
C) A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
D) Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings

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

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

5. Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

A) Local
B) Outsourced
C) Centralized
D) Virtual

Solutions: