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EXIN ITIL Foundation (V4) Sample Questions:

1. Which is a recommendation of the guiding principle 'think and work holistically'?

A) Review service management practices and remove any unnecessary complexity
B) Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
C) Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
D) Conduct a review of existing service management practices and decide what to keep and what to discard

2. Which practice is the responsibility of everyone in the organization?

A) Change control
B) Problem management
C) Service level management
D) Continual improvement

3. How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions

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

4. When should the effectiveness of a problem workaround be assessed?

A) Whenever the workaround is used
B) Whenever the workaround becomes a known error
C) Whenever the problem is resolved
D) Whenever the problem is prioritized

5. Which does the ITIL service value system discourage?

A) Coordinated authorities and responsibilities
B) Interfaces among practices
C) Organizational silos
D) Organizational agility

Solutions: