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EXIN ITIL Foundation (V4) Sample Questions:

1. Which processes are responsible for the regular review of underpinning contracts?

A) Supplier management and change management
B) Availability management and service level management
C) Supplier management and service level management
D) Supplier management and availability management

2. What type of change is MOST likely to be managed as a service request?

A) A standard change
B) A normal change
C) An organizational change
D) An emergency change

3. Which practices is MOST associate with the use of empathy to understand users?

A) Service level management
B) Service desk
C) Continual improvement
D) Change enablement

4. Which statement about the 'change enablement' practice is CORRECT?

A) Emergency changes are changes that must be fully tested and fully documented prior to implementation
B) Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
C) Service requests are usually normal changes that can be implemented quickly without authorization
D) Standard changes are changes that need to be scheduled, assessed and authorized following a standard process

5. Which is a key element of the 'think and work holistically' guiding principle?

A) Understanding the methods applicable to complex systems
B) Assessing which procedures can be re-used when improving a service
C) Eliminating metrics which do not contribute to achieving an objective
D) Using technology for standard tasks to give people time for complex activities

Solutions: