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EXIN ITIL Foundation (V4) Sample Questions:

1. What can a change schedule be used for?

A) Tracking and managing improvement ideas from identification through to final action
B) Providing information about deployed changes to help manage incidents and problems.
C) Speeding up the planning and authorization of emergency changes
D) Providing a way to initiate normal changes

2. Which practice coordinates the classification, ownership and communication of service requests and incidents?

A) Relationship management
B) Service desk
C) Problem management
D) Supplier management

3. Which dimension includes activities and workflows?

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

4. Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

A) Design controls and metrics and add them individually until all are implemented
B) Only add controls and metrics that are required for compliance
C) Only add controls and metrics when they are needed
D) Design controls and metrics first, then remove those not adding value

5. Which service management dimension is focused on activities and how these are coordinated?

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

Solutions: