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EXIN ITIL Foundation (V4) Sample Questions:

1. What is the effect of increased automation on the 'service desk1 practice?

A) Increased ability to focus on fixing technology instead of supporting people
B) Decrease in self-service incident logging and resolution
C) Elimination of the need to escalate incidents to support teams
D) Greater ability to focus on customer experience when personal contact is needed

2. Which dimension of service management considers governance, management, and communication?

A) Value streams and processes
B) Organizations and people
C) Partners and suppliers
D) Information and technology

3. Which dimension considers how knowledge assets should be protected?

A) Value streams and processes
B) Organizations and people
C) Partners and suppliers
D) Information and technology

4. Which is a purpose of release management?

A) To make new and changed services available for use
B) To move hardware and software to live environments
C) To protect the organization's information
D) To handle user-initiated service requests

5. Which action is performed by a service provider?

A) Requesting required service actions
B) Receiving of the agreed goods
C) Ensuring access to agreed resources
D) Authorizing budget for service consumption

Solutions: