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EXIN ITIL Foundation (V4) Sample Questions:

1. What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.

A) Change authority
B) Problem analyst
C) Service desk agent
D) Service level manager

2. Which MOST helps an organization adapt ITIL concepts so that they apply to the organization's specific circumstances?

A) Guiding principles
B) Service value chain
C) Continual improvement
D) Practices

3. Which is NOT a structure of service desk that is described in the ITIL service operation guidance?

A) Virtual
B) Local
C) Outsourced
D) Centralized

4. Which dimension includes activities and workflows?

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

5. How are target resolution times used in the 'incident management' practice?

A) They are scheduled, assessed and authorized to reduce the risk of service failures
B) They are initiated, approved, and managed to ensure that predictable responses are achieved
C) They are established, reviewed, and reported to ensure that customers are happy with the service
D) They are agreed, documented, and communicated to help set user expectations

Solutions: