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EXIN ITIL Foundation (V4) Sample Questions:

1. Which is an example o' a service request?

A) A request to investigate the cause of an incident
B) A request for normal operation to be restored
C) A request to implement a security patch
D) A request tor access to a file

2. Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

A) Service configuration management
B) Deployment management
C) Problem management
D) Service desk

3. What does the 'service request management' practice depend on for maximum efficiency?

A) Incident management
B) Compliments and complaints
C) Processes and procedures
D) Self-service tools

4. Which statement about 'continual improvement' is CORRECT?

A) 'Continual improvement' should have minimal interaction with other practices
B) Everyone in the organization is responsible for some aspects of 'continual improvement'
C) A single team should carry out 'continual improvement' across the organization
D) All improvement ideas should be logged in a single 'continual improvement register'

5. What should be done first when applying the 'focus on value' guiding principle?

A) Determine who the service consumer is in each situation
B) Determine the cost of providing the service
C) Identify all suppliers and partners involved in the service
D) Identify the outcomes that the service facilitates

Solutions: