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EXIN ITIL Foundation (V4) Sample Questions:

1. What should be done to determine the appropriate metrics for measuring a new service?

A) Measuring the performance over the first six months, and basing a solution on the results
B) Using operational data to provide detailed service reports
C) Asking customers to provide numerical targets that meet their needs
D) Asking customers open questions to establish their requirements

2. What actions does a service desk take for all issues, queries and requests that are reported to them?

A) Schedule, assess, authorize
B) Diagnose, investigate, resolve
C) Acknowledge, classify, own
D) Initiate, approve, fulfill

3. Which practice has a purpose that includes managing authentication and non-repudation?

A) Information security management
B) IT Asset Management
C) Change enablement
D) Service Configuration management

4. What is a change schedule PRIMARILY used for?

A) To ensure that a single change authority reviews every change
B) To help plan, authorize and schedule emergency changes
C) To help plan changes, assist in communication and avoid conflicts
D) To publish a list of service requests that users can select

5. What can be described as an operating model for the creating and management of products and services?

A) Service value chain
B) Governance
C) Practices
D) Guiding principles

Solutions: