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EXIN ITIL Foundation (V4) Sample Questions:

1. Which practice is most likely to benefit from the use of chatbots?

A) Service desk
B) Change enablement
C) Continual improvement
D) Service level management

2. Which is a financially valuable component that can contribute to the delivery of a service?

A) Sponsor
B) IT asset
C) Configuration item
D) Service offering

3. When should a change request be submitted to resolve a problem?

A) As soon as a solution for the problem has been identified
B) As soon as the analysis of cost, risks and benefits justifies the change
C) As soon as the analysis of the frequency and impact of incidents justifies the change
D) As soon as a workaround for the problem has been identified

4. What role would be MOST suitable for someone with tots of experience working in IT and business roles?
They also have experience of managing relationships with various stakeholders, including suppliers and business managers.

A) Service desk agent
B) Change authority
C) Problem analyst
D) Service level manager

5. Which statement about the 'optimize and automate' guiding principle is CORRECT?

A) Technology eliminates the need for human intervention
B) Automation is best applied to non-standard tasks
C) Automation frees human resources for more complex activities
D) Activities should be automated before they are optimized

Solutions: