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EXIN ITIL Foundation (V4) Sample Questions:

1. What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

A) Customer feedback
B) Business metrics
C) Customer engagement
D) Operational metrics

2. Which skill is required by the 'service level management' practice?

A) Technical expertise
B) Event monitoring
C) Problem management
D) Supplier management

3. Which service level metrics are BEST for measuring user experience?

A) Metrics for the percentage of uptime of a service
B) Metrics linked to defined outcomes
C) Operational metrics
D) Single system-based metrics

4. Which practice needs people who understand complex systems and have creative and analytical skills?

A) Service request management
B) Service level management
C) Problem management
D) Change enablement

5. Which includes governance, management practices, and continual improvement?

A) The 'focus on value' guiding principle
B) The 'value stream and processes' dimension
C) The service value system
D) The 'deliver and support' value chain activity

Solutions: