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EXIN ITIL Foundation (V4) Sample Questions:

1. Which principle concentrates on service consumers?

A) Optimize and automate
B) Focus on value
C) Start where you are
D) Keep it simple

2. Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity

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

3. What should be used to set user expectations for request fulfilment times?

A) The time that the customer indicates for service delivery
B) The time needed to realistically deliver the service
C) The service levels of the supplier
D) The consumer demand for the service

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

A) Organizations should work through the steps of the model in the sequence in which they are presented
B) Organizations should use an additional model or method to link improvements to customer value
C) The model is applicable to only certain parts of the service value system
D) The low of the model helps organizations to link improvements to its goals

5. What is the MAIN benefit of 'problem management'?

A) Managing workarounds and known errors
B) Restoring normal service as quickly as possible
C) Reducing the number and impact of incidents
D) Maximizing the number of successful changes

Solutions: