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EXIN ITIL Foundation (V4) Sample Questions:

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

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

2. An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

A) A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
B) Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
C) SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
D) The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.

3. Which is a purpose of the 'engage' value chain activity?

A) Ensuring the continual improvement of services
B) Providing transparency and good relationships
C) Ensuring that the organization's vision is understood
D) Meeting expectations for quality, costs and time-to-market

4. Which role would is MOST SUITABLE for someone with experience of managing relationships with various stakeholders, including suppliers and business managers?

A) Change authority
B) Service level manager
C) Service desk agent
D) Problem analyst

5. Which principle concentrates on service consumers?

A) Start where you are
B) Keep it simple
C) Focus on value
D) Optimize and automate

Solutions: