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EXIN ITIL 4 Foundation Sample Questions:

1. Which two statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

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

2. Which statement BEST describes the value of service strategy to the business?

A) It reduces the duration and frequency of service outages
B) It enables the service provider to understand what levels of service will make their customers successful
C) It reduces unplanned costs through optimized handling of service outages
D) It allows higher volumes of successful change

3. Identify the missing word in the following sentence.
The purpose of the supplier management practice is to ensure that the organization's suppliers and their [?] are managed appropriately to support the seamless provision of quality products and services.

A) users
B) value
C) costs
D) performances

4. Which service transition process provides guidance about converting data into information?

A) Service asset and configuration management
B) Change evaluation
C) Service validation and testing
D) Knowledge management

5. Which statement about a 'continual improvement register' is CORRECT?

A) There should only be one for the whole organization
B) It should be used to capture user demand
C) It should be re-prioritized as ideas are documented
D) It should be managed at the senior level of the organization

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