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EXIN ITIL Foundation (V4) Sample Questions:

1. Which is the FIRST action when optimizing a service?

A) Implement the improvement
B) Understand the organizational context
C) Assess the current state
D) Agree the future state

2. What is the purpose of service level management?

A) To obtain/build activity that ensures the service components are available when and where they are needed and meet agreed specifications.
B) To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels.
C) To ensure that all current and planned IT services are delivered to agreed achievable targets.
D) To track and manage improvement ideas from identification to final action, organizations use a database or structured document called a continual improvement register (CIR).

3. Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

A) Focus on value
B) Optimize and automate
C) Start where you are
D) Think and work holisocally

4. Which statement about 'continual improvement' is CORRECT?

A) Everyone in the organization is responsible for some aspects of 'continual improvement'
B) 'Continual improvement' should have minimal interaction with other practices
C) A single team should carry out 'continual improvement' across the organization
D) All improvement ideas should be logged in a single 'continual improvement register'

5. What is the definition of "service management"?

A) A formal description of one or more services, designed to address the needs of a target consumer group
B) A set of specialized organizational capabilities for enabling value for customers in the form of services.
C) A result for a stakeholder enabled by one or more outputs
D) Join activities performed by a service provider and a service consumer to ensure continual value co- creation

Solutions: