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EXIN ITIL Foundation (V4) Sample Questions:

1. Which does the ITIL service value system discourage?

A) Organizational silos
B) Organizational agility
C) Interfaces among practices
D) Coordinated authorities and responsibilities

2. What is the PRIMARY use of a change schedule?

A) To plan changes and help avoid conflicts
B) To manage standard changes
C) To support the 'incident management' practice and improvement planning
D) To manage emergency changes

3. What is the MOST important reason for prioritizing incidents?

A) To provide links to related changes and known errors
B) To ensure that incidents with highest impact are resolved first
C) To ensure that user expectations are realistic
D) To help information-sharing are learning

4. What is a definition of a service improvement plan (SIP)?

A) An input from availability management to service level management, detailing the service design plan
B) An input from financial management for IT services to service level management, detailing the budget plan
C) A formal plan to implement improvements to a customer's business processes
D) A formal plan to implement improvements to a service or process

5. Which is a use of a change schedule?

A) Tracking and managing improvement ideas from identification through to final action
B) Speeding up the planning and authorization of emergency changes
C) Providing information about deployed changes to help manage incidents and problems
D) Providing a means of initiating and assessing normal changes

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