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EXIN ITIL Foundation (V4) Sample Questions:

1. Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

A) Problem management
B) Service desk
C) Continual management
D) Service request management

2. Which statement about the service value chain is CORRECT?

A) The service value chain converts value into demand
B) Each value chain activity identifies a requirement for resources from an external supplier
C) Each value chain activity uses different combinations of practices to convert inputs into outputs
D) The service value chain uses value streams to describe a combination of consumers and providers

3. How should an organization include third-party suppliers in the continual improvement of services?

A) Ensure that all supplier problem management activities result in improvements
B) Require evidence that the supplier uses agile development methods
C) Ensure suppliers include details of their approach to service improvement in contracts
D) Require evidence that the supplier implements all improvements using project management practices

4. What is a change schedule PRIMARILY used for?

A) To help plan changes, assist in communication and avoid conflicts
B) To publish a list of service requests that users can select
C) To help plan, authorize and schedule emergency changes
D) To ensure that a single change authority reviews every change

5. Which is a use of a continual improvement register?

A) Planning changes, assisting in communication, avoiding conflicts, and assigning resources
B) Describing the services designed to meet the needs of a consumer group
C) Selecting the right method, model or technique for identifying improvements
D) Tracking and managing improvement ideas from identification through to final action

Solutions: