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EXIN ITIL Foundation (V4) Sample Questions:

1. What three elements make up the Service Portfolio?

A) Customer portfolio, configuration management system and service catalogue
B) Service pipeline, configuration management system and service catalogue
C) Service pipeline, service catalogue and retired services
D) Customer portfolio, service catalogue and retired services

2. Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

A) Start where you are
B) Think and work holistically
C) Progress iteratively with feedback
D) Collaborate and promote visibility

3. Which TWO of the following statements are MOST associated with the optimize and automate' guiding principle?
1. It is important to assess which method of communication is appropriate 'or each type of stakeholder.
2. Complex systems should be designed with an understanding of how the components' parts are related.
3. Organizations should consider whether technology could improve the eficiency o' manual processes.
4 It is important to understand the organization's objectives when assessing the impact of potential improvements.

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

4. Which helps to manage an incident when it is unclear which support team should be working on the incident?

A) Self-help
B) Disaster recovery plans
C) Swarming
D) Target resolution times

5. Which is an external input to the service value chain?

A) Feedback loops
B) The 'improve' value chain activity
C) An overall plan
D) Customer requirements

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