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EXIN ITIL Foundation (V4) Sample Questions:

1. Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

A) Focus on value
B) Progress iteratively with feedback
C) Keep is simple and practical
D) Start where you are

2. Which two practices use workarounds?

A) Change enablement and problem management
B) Change enablement and continual improvement
C) Problem management and incident management
D) Incident management and continual improvement

3. Which is NOT a component of the service value system?

A) The service value chain
B) Continual improvement
C) Opportunity and demand
D) Governance

4. Which practice provides users with a way to get various requests arranged, explained and coordinated?

A) Service level management
B) Continual improvement
C) Relationship management
D) Service desk

5. What actions does a service desk take for all issues, queries and requests that are reported to them?

A) Acknowledge, classify, own
B) Schedule, assess, authorize
C) Diagnose, investigate, resolve
D) Initiate, approve, fulfill

Solutions: