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EXIN ITIL Foundation (V4) Sample Questions:

1. Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

A) Service level management
B) Service desk
C) Continual improvement
D) Change enablement

2. Which statement about a 'continual improvement register' is CORRECT?

A) It should be used to capture user demand
B) There should only be one for the whole organization
C) It should be managed at the senior level of the organization
D) It should be re-prioritized as ideas are documented

3. Which is an example are problem control activity?

A) Documenting the steps in a workaround
B) Re-assessing a known error to understand the ongoing impact
C) Reviewing incident records to identify trends
D) Implementing a technical fix to resolve an issue

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

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

5. Which is the FIRST action when optimizing a service?

A) Assess the current state
B) Agree the future state
C) Understand the organizational context
D) Implement the improvement

Solutions: