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EXIN ITIL Foundation (V4) Sample Questions:

1. Which guiding principle is PRIMARILY concerned with end-to-end service delivery?

A) Think and work holistically
B) Optimize and automate
C) Collaborate and promote
D) Focus on value

2. Which is a purpose of the 'service desk' practice?

A) To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B) To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
C) To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
D) To be the entry point and single point of contact for the service provider with all of its users

3. Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

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

4. Which is part of the 'focus on value' guiding principle?

A) Assessing services to identify parts that can be reused
B) Reducing the number of steps in the customer experience
C) Understanding what services help the service consumer
D) Identifying activities that can be achieved in smaller iterations

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

A) elements
B) services
C) values
D) assets

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