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EXIN ITIL Foundation (V4) Sample Questions:

1. Which practice provides a communications point for users to report operational issues, queries and requests?

A) Incident management
B) Relationship management
C) Continual improvement
D) Service desk

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

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

3. Which of the four dimensions focuses or managing data in compliance with industry regulations?

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

4. Which is a recommendation of the guiding principle 'think and work holistically'?

A) Review service management practices and remove any unnecessary complexity
B) Conduct a review of existing service management practices and decide what to keep and what to discard
C) Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
D) Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

5. What is a definition of a problem?

A) An unplanned interruption to a service, or reduction in the quality of a service
B) An incident for which a full resolution is not yet available
C) A cause, or potential cause, of one or more incidents
D) Any change of state that has significance for the management of a configuration item (CI)

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