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EXIN ITIL Foundation (V4) Sample Questions:

1. Which dimension of service management considers governance, management, and communication?

A) Organizations and people
B) Information and technology
C) Partners and suppliers
D) Value streams and processes

2. Which of the four dimensions contributes MOST to defining activities needed to deliver services?

A) Organizations and people
B) Information and technology
C) Partners and suppliers
D) Value streams and processes

3. Which is a risk that might be removed from a service consumer by an IT service?

A) Security breach
B) Cost of purchasing servers
C) Service provider ceasing to trade
D) Failure of server hardware

4. Identify the missing words in the following sentence.
The 'incident management' practice should maintain [?] for logging and managing incidents.

A) a value chain activity
B) a dedicated team
C) detailed procedures
D) a formal process

5. Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed

A) 2 and 3
B) 1 and2
C) 3 and 4
D) 1 and 4

Solutions: