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EXIN ITIL Foundation (V4) Sample Questions:

1. Which is NOT a component of the service value system?

A) The guiding principles
B) Governance
C) The four dimensions of service management
D) Practices

2. Which dimension considers the application of artificial intelligence to service management?

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

3. Which is part of the definition of a customer?

A) The role that defines the requirements for a service
B) A set of specialized organizational capabilities for enabling value
C) The role that authorizes budget for service consumption
D) A means of enabling value co-creation

4. Which describes normal changes?

A) Changes that must be implemented as soon as possible
B) Changes that are typically initiated as service requests
C) Changes that are low-risk and pre-authorized
D) Changes that need to be scheduled and assessed following a process

5. Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

A) Service request management
B) Service level management
C) Incident management
D) Problem management

Solutions: