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EXIN ITIL Foundation (V4) Sample Questions:

1. What is described by the service value system?

A) Joint activities performed by a service provider and a service consumer to ensure continual value co- creation
B) Services based on one or more products, designed to address needs of a target consumer group
C) How all the components and activities of the organization work together as a system to enable value creation
D) How to apply the systems approach of the guiding principle think and work holistically

2. What is defined as "any component that needs to be managed in order to deliver an IT service"?

A) An IT asset
B) A change
C) An event
D) A configuration item

3. Which is a key requirement for successful service level agreements (SLAs)?

A) They should be based on system-based metrics which are useful to the service provider
B) They should avoid ambiguous targets such as those relating to user experience
C) They should be written using language and terms which all parties will understand
D) They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service

4. A service offering may include, access to resources, and service actions, which is an example of a service action?

A) A mobile phone enables a user to work remotely
B) A service desk agent provides support to user.
C) A password allows a user connect to a Wifi network
D) A license allows a user to install a software product

5. Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills

A) 1 and 2
B) 3 and 4
C) 1 and 4
D) 2 and 3

Solutions: