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EXIN ITIL Foundation (V4) Sample Questions:
1. Which skill is an essential part of the 'service level management' practice?
A) Listening
B) Diagnosis
C) Technical knowledge
D) Problem analysis
2. Which practice requires focus and effort to engage and listen to the requirements, issues, concerns and daily needs of customers?
A) Service level management
B) Service request management
C) Supplier Management
D) Service desk
3. Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed
A) 1 and2
B) 1 and 4
C) 2 and 3
D) 3 and 4
4. Which is one of the MAIN concerns of the 'design and transition' value chain activity?
A) Understanding the organization's vision
B) Understanding stakeholder needs
C) Meeting stakeholder expectations
D) Ensuring service components are available
5. Which is a recommendation for applying the guiding principle 'keep it simple and practical?
A) If a practice is easier to follow it is more likely to be adopted
B) Sometimes nothing from the current state can be re used
C) Fast does not mean incomplete
D) Communicate in a way the audience can hear
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: A | Question # 4 Answer: C | Question # 5 Answer: A |
By Zora
