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EXIN ITIL Foundation (V4) Sample Questions:

1. Which Guiding principle says that it is not usually necessary to build something new?

A) Think and work holistically
B) Progress iteratively with feedback
C) start where you are
D) Focus on value

2. Which dimension of service management considers governance, management, and communication?

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

3. How are target resolution times used in the 'incident management' practice?

A) They are scheduled, assessed and authorized to reduce the risk of service failures
B) They are agreed, documented, and communicated to help set user expectations
C) They are initiated, approved, and managed to ensure that predictable responses are achieved
D) They are established, reviewed, and reported to ensure that customers are happy with the service

4. In which case would a problem be logged?

A) Alter a workaround is identified and documented
B) When the cause is identified but not resolved
C) After analysis of error information from a supplier
D) When a user reports an unplanned service interruption

5. Which practice recommends that organizations develop competencies an techniques such as strength, weakness, opportunity, and threat (SWOT) analysis, and balanced scorecards?

A) Incident management
B) Change enablement
C) Continual improvement
D) Service request management

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