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EXIN ITIL Foundation (V4) Sample Questions:

1. Which is the FIRST thing to consider when focusing on value?

A) Ensuring value is co-created by improvement initiatives.
B) Identifying the service customer who will receive value
C) Defining customer experience and user experience
D) Understanding what is valuable to the service consumer

2. 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

3. Which describe a 'change authority'?

A) A person who approves a change
B) A way to manage the people aspects of change
C) A tool used to help plan changes
D) a model used to determine who will assess a change

4. What is the PRIMARY use of a change schedule?

A) To manage emergency changes
B) To support the 'incident management' practice and improvement planning
C) To manage standard changes
D) To plan changes and help avoid conflicts

5. Which practice is most likely to benefit from the use of chatbots?

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

Solutions: