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EXIN ITIL Foundation (V4) Sample Questions:

1. What are the MOST important skills required by service desk staff?

A) Incident analysis skills
B) Supplier management skills
C) Problem resolution skills
D) Technical skills

2. Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity

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

3. Which statement about the 'continual improvement model' is CORRECT?

A) Organizations should use an additional model or method to link improvements to customer value
B) Organizations should work through the steps of the model in the sequence in which they are presented
C) The model is applicable to only certain parts of the service value system
D) The low of the model helps organizations to link improvements to its goals

4. Which is a purpose of the 'relationship management' practice?

A) To protect the information needed by the organization to conduct its business
B) To be the entry point and single point of contact for the service provider with all of its users
C) To systematically observe services and service components
D) To identify, analyze, monitor, and continually improve links with stakeholders

5. Which guiding principle recommends using the minimum number of steps necessary to achieve an objective?

A) Focus on value
B) Keep it simple and practical
C) Progress iteratively with feedback
D) Think and work holistically

Solutions: