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EXIN ITIL Foundation (V4) Sample Questions:

1. Which ITIL guiding principle recommends using existing services, processes and tools when improving services?

A) Focus on value
B) Progress iteratively with feedback
C) Keep is simple and practical
D) Start where you are

2. Which is one of the five aspects of service design?

A) Management policy for business case creation
B) Corporate governance and policy
C) Management information systems and tools
D) Risk analysis and management approach

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

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

4. How does categorization of incidents assist the 'incident management' practice?

A) It determines the priority assigned to the incident
B) It ensures that incidents are resolved in timescales agreed with the customer
C) It determines how the service provider is perceived
D) It helps direct the incident to the correct support area

5. Which is the MOST important stakeholder group that a service provider needs to collaborate with?

A) Relationship managers
B) Suppliers
C) Developers
D) Customers

Solutions: