EXIN ITIL - ITIL Foundation (V4)

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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. Which is an example are problem control activity?

A) Re-assessing a known error to understand the ongoing impact
B) Documenting the steps in a workaround
C) Implementing a technical fix to resolve an issue
D) Reviewing incident records to identify trends

2. What can be used to determine if a service is 'fit for purpose'?

A) Warranty
B) Utility
C) Availability
D) Outcome

3. Which is the FIRST action when optimizing a service?

A) Understand the organizational context
B) Agree the future state
C) Implement the improvement
D) Assess the current state

4. Which TWO are important aspects of the 'service request management' practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals

A) 1 and 2
B) 1 and 4
C) 3 and 4
D) 2 and 3

5. What impact does automation have on a service desk?

A) Increased phone contact and a reduced ability to focus on user experience
B) Ability to work from a single centralised location
C) Less low level work and a greater ability to focus on user experience
D) Ability to work from multiple locations, geographically dispersed

Solutions: