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EXIN ITIL 4 Foundation Sample Questions:

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

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

2. Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

A) The complexities of the service provider's IT systems are identified
B) Service providers are able to respond more quickly to customer needs
C) The service provider gains a better understanding of the customer experience
D) Bottlenecks in the service provider's workflow are identified

3. Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers. Which guiding principle recommends that the unnecessary work should be eliminated?

A) Keep it simple and practical
B) Think and work holistically
C) Start where you are
D) Progress iteratively with feedback

4. What is required by all service desk staff?

A) Excellent technical knowledge
B) Demonstration of emotional intelligence
C) Knowledge of telephony technology
D) Root cause analysis skills

5. Which statement about the 'optimize and automate' guiding principle is CORRECT?

A) Technology eliminates the need for human intervention
B) Activities should be automated before they are optimized
C) Automation frees human resources for more complex activities
D) Automation is best applied to non-standard tasks

Solutions: