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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. What is recommended by the guiding principle 'progress iteratively with feedback'?

A) An improvement initiative that is broken into a number of manageable sections
B) The identification of all interested parts at the start of an improvement initiative
C) A current state assessment that is carried out at the start of an improvement initiative
D) An assessment of how all the parts of an organization will affect an improvement initiative

2. Which is an example of a service request?

A) A request to implement a security patch
B) A request for normal operation to be restored
C) A request to investigate the cause of an incident
D) A request for access to a file

3. Which two practices use workarounds?

A) Incident management and continual improvement
B) Change enablement and problem management
C) Change enablement and continual improvement
D) Problem management and incident management

4. What is defined as a change of state that has significate for the management of an IT service?

A) Known error
B) Event
C) Incident
D) Problem

5. What is the difference between the 'incident management' and 'service desk' practices?

A) Incident management restores service operation, service desk provides communication with users
B) incident management resolves complex issues, service desk resolve simpler issues.
C) incident management resolves issues, service desk investigates the underlying causes of issues
D) incident management manages interruptions to service desk monitors achieved service quality

Solutions: