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EXIN ITILFND_V4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

1. Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.

A) Supplier
B) Service provider
C) Service consumer
D) Customer

2. Which practice makes use of methods from Lean, Agile and DevOps?

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

3. Which is a key element of the 'think and work holistically' guiding principle?

A) Using technology for standard tasks to give people time for complex activities
B) Eliminating metrics which do not contribute to achieving an objective
C) Understanding the methods applicable to complex systems
D) Assessing which procedures can be re-used when improving a service

4. Which costs are included in the value proposition of a service?

A) Additional expense that the service consumer has because they are using the service
B) Money that the service consumer no longer needs to spend because they are using the service
C) Tangible or intangible results for the service consumer because they are using the service
D) The benefits, usefulness, and importance of the service that are perceived by the service consumer

5. A good way to apply the ITIL guiding principle 'keep it simple and practical' is to:

A) Communicate so that the audience will hear
B) Understand that fast does not mean incomplete
C) Re-use nothing from the current state
D) Adopt a practice which is easy to follow

Solutions: