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EXIN ITIL Foundation (V4) Sample Questions:

1. What are guiding principles?

A) A set of interconnected activities that help an organization deliver a valuable service
B) A set of specialized organizational capabilities for enabling value for customers
C) A description of one or more services that help address the needs of a target consumer group
D) Recommendations that help an organization when adopting a service management approach

2. Which is an activity of the 'incident management" practice?

A) Providing good-quality updates when expected
B) Performing service reviews with customers
C) Assessing and prioritizing improvement opportunities
D) Automating service requests to the greatest degree possible

3. How do all value chain activities transform inputs to outputs?

A) By implementing process automation
B) By determining service demand
C) By using a combination of practices
D) By using a single functional team

4. Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

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

5. Which dimension includes a workflow management system?

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

Solutions: