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EXIN ITIL Foundation (V4) Sample Questions:

1. Which practice provides visibility of the organization's services by capturing and reporting on service performance?

A) Service request management
B) Service desk
C) Service level management
D) Service configuration management

2. Service transition contains detailed descriptions of which processes?

A) Change management, capacity management, event management, service request management
B) Service asset and configuration management, release and deployment management, request fulfillment
C) Change management, service asset and configuration management, release and deployment management
D) Service level management, service portfolio management, service asset and configuration management

3. Who is responsible for defining metrics for change management?

A) The change advisory board (CAB)
B) The change management process owner
C) The continual service improvement manager
D) The service owner

4. Which statement about the 'change enablement' practice is CORRECT?

A) Service requests are usually normal changes that can be implemented quickly without authorization
B) Emergency changes are changes that must be fully tested and fully documented prior to implementation
C) Standard changes are changes that need to be scheduled, assessed and authorized following a standard process
D) Emergency changes are changes that must be implemented as soon as possible and therefore authorization is expedited

5. Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills

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

Solutions: