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EXIN ITIL Foundation (V4) Sample Questions:

1. Which statement about the 'four Ps' of service design is CORRECT?

A) People refers to technology and tools
B) Products refers to producers and metrics
C) Partners refers to suppliers and vendors
D) Processes refers to skill and training

2. Which practice nurtures links with stakeholders at strategic and tactical levels'?

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

3. What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

A) The problem remains in the known error status
B) A change request is submitted to change control
C) Problem management restores the service as soon as possible
D) The problem record is deleted

4. Which practice recommends the use of event-based surveys to gather feedback from customers?

A) Change enablement
B) Service level management
C) Problem management
D) Service request management

5. In which step of the 'continual improvement model' is an improvement plan implemented?

A) Did we get there?
B) How do we get there?
C) Take action
D) What is the vision?

Solutions: