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EXIN ITIL Foundation (V4) Sample Questions:

1. Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?

A) Supplier Management
B) Service level management
C) Service request management
D) Service desk

2. What is the difference between the 'incident management' and 'service desk' practices?

A) incident management manages interruptions to service desk monitors achieved service quality
B) incident management resolves issues, service desk investigates the underlying causes of issues
C) incident management resolves complex issues, service desk resolve simpler issues.
D) Incident management restores service operation, service desk provides communication with users

3. Which guiding principle recommends standardizing and streamlining manual tasks?

A) Think and work holistically
B) Collaborate and promote visibility
C) Optimize and automate
D) Focus on value

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

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

5. Which is a purpose of the 'service desk' practice?

A) To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
B) To capture demand for incident resolution and service requests
C) To set clear business-based targets for service performance
D) To maximize the number of successful IT changes by ensuring risks are properly assessed

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