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EXIN ITIL Foundation (V4) Sample Questions:

1. A service offering may include, access to resources, and service actions, which is an example of a service action?

A) A license allows a user to install a software product
B) A password allows a user connect to a Wifi network
C) A service desk agent provides support to user.
D) A mobile phone enables a user to work remotely

2. How should the workflow for a new service request be designed?

A) Leverage existing workflows whenever possible
B) Use different workflows for each type of service request
C) Use a single workflow for all types of service request
D) Avoid workflows for simple service requests

3. When using the 'continual improvement model, which information should be produced by an organization to understand where the organization is now?

A) Business objectives
B) Assessment results
C) Measureable Targets
D) Improvement plans

4. What is the purpose of problem management?

A) Determines how the service provider is perceived
B) Ensures services are restored as soon as possible
C) Helps direct the incident to the correct support area
D) Reduces the likelihood and impact of incidents

5. Which is included in the purpose of the 'deliver and support' value chain activity?

A) Meeting stakeholder expectations for time to market
B) Understanding the organization's service vision
C) Understanding stakeholder needs
D) Providing services to agreed specifications

Solutions: