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EXIN ITIL Foundation (V4) Sample Questions:

1. Which is the BEST type of resource for investigating complex incidents?

A) Detailed work instructions
B) Disaster recovery plans
C) Self-help systems
D) Knowledgeable support staff

2. Which of the following is NOT recommended by the guiding principle 'start where you are?

A) Identifying what is available to be leveraged
B) Asking questions that appear to be stupid
C) Collecting data directly from the source
D) Building something completely new

3. What role would be MOST suitable for someone with tots of experience working in IT and business roles?
They also have experience of managing relationships with various stakeholders, including suppliers and business managers.

A) Service level manager
B) Change authority
C) Problem analyst
D) Service desk agent

4. Which of the following is the MOST important 'or effective incident management?

A) Collaboration tools and techniques
B) A variety of access channels
C) Automated pipelines
D) Balanced scorecard review

5. What is the definition of "service management"?

A) A formal description of one or more services, designed to address the needs of a target consumer group
B) A set of specialized organizational capabilities for enabling value for customers in the form of services.
C) Join activities performed by a service provider and a service consumer to ensure continual value co- creation
D) A result for a stakeholder enabled by one or more outputs

Solutions: