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EXIN ITIL Foundation (V4) Sample Questions:

1. What happens if a workaround becomes the permanent way of dealing with a problem that cannot be resolved cost-effectively?

A) The problem record is deleted
B) The problem remains in the known error status
C) Problem management restores the service as soon as possible
D) A change request is submitted to change control

2. What is an incident?

A) A possible future event that could cause harm
B) The planned removal of an item that might affect a service
C) A result enabled by one or more outputs
D) A service interruption resolved by the use of self-help tools

3. Which BEST describe the focus of the 'think and work holistically' principle?

A) Considering the existing organizational assets before building something new
B) Integrating an organization's activities to deliver value
C) Eliminating unnecessary steps to deliver valuable outcomes
D) Breaking down large initiative into smaller pieces of work

4. Which practice recommends the use of event-based surveys to gather feedback from customers?

A) Service request management
B) Service level management
C) Problem management
D) Change enablement

5. Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity

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

Solutions: