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EXIN ITIL Foundation (V4) Sample Questions:

1. What is the difference between the 'incident management' and 'service desk' practices?

A) incident management manages interruptions to service desk monitors achieved service quality
B) incident management resolves issues, service desk investigates the underlying causes of issues
C) incident management resolves complex issues, service desk resolve simpler issues.
D) Incident management restores service operation, service desk provides communication with users

2. Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

A) The service provider gains a better understanding of the customer experience.
B) Service providers are able to respond more quickly to customer needs
C) The complexities of the service provider's IT systems are identified.
D) Bottlenecks in the service provider's workflow are identified.

3. Which statement about the 'change enablement' practice is CORRECT?

A) Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
B) Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited
C) Emergency changes are changes that must be fully tested and fully documented prior to implementation
D) Service requests are usually normal changes that can be implemented quickly without authorization

4. Which two practices use workarounds?

A) Incident management and continual improvement
B) Change enablement and continual improvement
C) Problem management and incident management
D) Change enablement and problem management

5. What describes the steps needed to create and deliver a specific service to a consumer?

A) Service level management
B) Service management
C) Practices
D) A value stream

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