EXIN ITILFNDv4

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EXIN ITIL 4 Foundation Sample Questions:

1. Which is a recommendation of the guiding principle 'think and work holistically'?

A) Review service management practices and remove any unnecessary complexity
B) Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
C) Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
D) Conduct a review of existing service management practices and decide what to keep and what to discard

2. Which statement about the service value chain is CORRECT?

A) Each value chain activity identifies a requirement for resources from an external supplier
B) The service value chain converts value into demand
C) The service value chain uses value streams to describe a combination of consumers and providers
D) Each value chain activity uses different combinations of practices to convert inputs into outputs

3. What is the customer of a service responsible for?

A) Defining the requirements for the service
B) Provisioning the service
C) Using the service
D) Authorizing the budget for the service

4. What is included in the purpose of the 'release management' practice?

A) Authorizing changes to proceed
B) Moving new software to live environments
C) Making new features available for use
D) Ensuring information about services is available

5. What may form part of a service request procedure?

A) The method of diagnosing the cause
B) Escalation to the appropriate change authority
C) Authorization in accordance with a security policy
D) The timescale for restoration of service

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