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EXIN ITIL Foundation (V4) Sample Questions:

1. Which dimension considers the application of artificial intelligence to service management?

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

2. Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

A) Collaborate and promote visibility
B) Optimize and automate
C) Focus on value
D) Progress iteratively with feedback

3. Which practice has a purpose that includes maximizing success by ensuring that risks have been properly assessed?

A) Change control
B) Release management
C) Relationship management
D) Monitoring and event management

4. Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

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

5. A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?

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

Solutions: