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EXIN ITIL Foundation (V4) Sample Questions:

1. Which describes a set of defined steps for implementing improvements?

A) The 'continual improvement model'
B) The 'engage' value chain activity
C) The 'continual improvement register'
D) The 'improve' value chain activity

2. Which guiding principle leads to a faster response to customer needs by timeboxing activities and learning from the outputs of previous activities?

A) Optimize and automate
B) Collaborate and promote visibility
C) Focus on value
D) Progress iteratively with feedback

3. Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services

A) risk
B) change
C) configuration item
D) problem

4. Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

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

5. Which is the FIRST thing to consider when focusing on value?

A) Identifying the service customer who will receive value
B) Defining customer experience and user experience
C) Understanding what is valuable to the service consumer
D) Ensuring value is co-created by improvement initiatives.

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