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EXIN ITIL Foundation (V4) Sample Questions:

1. Which describes normal changes?

A) Changes that must be implemented as soon as possible
B) Changes that are typically initiated as service requests
C) Changes that need to be scheduled and assessed following a process
D) Changes that are low-risk and pre-authorized

2. What should be considered as part of the 'partners and suppliers' dimension?

A) The level of integration and formality involved in the relationships between organizations
B) The information created, managed and used in the course of service provision and consumption
C) The required skills and competencies of teams and individual members of the organization
D) The activities, workflows, controls and procedures needed to achieve the agreed objectives

3. What is the purpose of the 'incident management' practice?

A) To capture demand for incident resolution and service requests
B) To support the agreed service quality by effective handling of all agreed user-initiated service requests
C) To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
D) To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

4. Which statement about the 'optimize and automate' guiding principle is CORRECT?

A) Technology eliminates the need for human intervention
B) Automation frees human resources for more complex activities
C) Automation is best applied to non-standard tasks
D) Activities should be automated before they are optimized

5. Which is a use of a change schedule?

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

Solutions: