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EXIN ITIL Foundation (V4) Sample Questions:

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

2. Which dimension considers data security and privacy?

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

3. What can a change schedule be used for?

A) Speeding up the planning and authorization of emergency changes
B) Tracking and managing improvement ideas from identification through to final action
C) Providing a way to initiate normal changes
D) Providing information about deployed changes to help manage incidents and problems.

4. Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

A) Problem management
B) Service desk
C) Service configuration management
D) Deployment management

5. Identify the missing words in the following sentence.
The purpose of the [?] is to ensure that the organization continually co-creates value with all stakeholders in line with the organization's objectives.

A) 'service request management' practice
B) four dimensions of service management
C) service value system
D) 'focus on value' guiding principle

Solutions: