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EXIN ITIL Foundation (V4) Sample Questions:

1. Who is responsible for defining metrics for change management?

A) The change advisory board (CAB)
B) The service owner
C) The continual service improvement manager
D) The change management process owner

2. Which are elements of the service value system?

A) Governance, service value chain, practices
B) Customer value, stakeholder value, organization
C) Outcomes, utility, warranty
D) Service provision, service consumption, service relationship management

3. What is the expected outcome from using a service value chain?

A) Value realization
B) Service value streams
C) The application of practices
D) Customer engagement

4. How is a continual improvement register used?

A) To organize past, present, and future improvement ideas
B) To provide a structured approach to implementing improvements
C) To record requests for provision of a resource or service
D) To authorize changes to implement improvement initiatives

5. What is a cause, or potential cause, of one or more incidents?

A) An incident
B) A workaround
C) A problem
D) A configuration item

Solutions: