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EXIN ITIL Foundation (V4) Sample Questions:

1. In which situation will incident management USUALLY use a separate process?

A) For information security incidents
B) For low impact incidents
C) Where no target resolution time exists
D) Where the cause must be diagnosed

2. What is described by the service value system?

A) How all the components and activities of the organization work together as a system to enable value creation
B) Joint activities performed by a service provider and a service consumer to ensure continual value co- creation
C) How to apply the systems approach of the guiding principle think and work holistically
D) Services based on one or more products, designed to address needs of a target consumer group

3. What ensures that a service provider and a service consumer continually co-create value?

A) Service relationship management
B) Service consumption
C) Service offerings
D) Change enablement

4. What are guiding principles?

A) A description of one or more services that help address the needs of a target consumer group
B) Recommendations that help an organization when adopting a service management approach
C) A set of interconnected activities that help an organization deliver a valuable service
D) A set of specialized organizational capabilities for enabling value for customers

5. Which TWO statements about an organization's culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

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

Solutions: