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EXIN ITIL Foundation (V4) Sample Questions:

1. Which practice is the responsibility of everyone in the organization?

A) Change control
B) Continual improvement
C) Service level management
D) Problem management

2. Which is the addition, modification or removal of anything that could have an effect on services?

A) An incident
B) A problem
C) An event
D) A change

3. What is a service?

A) Joint activities performed by a service provider and a service consumer to ensure continual value co- creation based on agreed and available service offerings
B) A means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks
C) A tangible or intangible deliverable of an activity
D) A possible event that could cause harm or loss, or make it more difficult to achieve objectives

4. Which guiding principle recommends coordinating all dimensions of service management?

A) Think and work holistically
B) Start where you are
C) Keep it simple and practical
D) Progress iteratively with feedback

5. Why should a service level manager carry out regular service reviews?

A) To capture information about service issues and performance against agreed goals
B) To collect information about service consumer goals and objectives
C) To ensure that agreements are written simply and are easy to understand
D) To ensure continual improvement of services, so that they meet the evolving needs of service consumers

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