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EXIN ITIL Foundation (V4) Sample Questions:

1. Which guiding principle recommends coordinating all dimensions of service management?

A) Start where you are
B) Keep it simple and practical
C) Think and work holistically
D) Progress iteratively with feedback

2. 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) 3 and 4
C) 1 and 2
D) 2 and 3

3. Which is the correct combination of items that makes up an IT service?

A) People, processes and customers
B) Information technology, people and processes
C) Information technology, networks and people
D) Customers, providers and documents

4. What is NOT within the scope of service catalogue management?

A) Interfaces between the service catalogue and service portfolio
B) Contribution to the definition of services
C) Fulfilment of business service requests
D) Interfaces between all services and supporting services

5. What is the effect of increased automation on the 'service desk1 practice?

A) Increased ability to focus on fixing technology instead of supporting people
B) Elimination of the need to escalate incidents to support teams
C) Greater ability to focus on customer experience when personal contact is needed
D) Decrease in self-service incident logging and resolution

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