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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. Which is a key requirement for a successful service level agreement?

A) It should be based on the service provider's view of the service
B) It should relate to simple operational metrics
C) It should be simply written and easy to understand
D) It should be written in legal language

2. What does the 'service request management' practice depend on for maximum efficiency?

A) Processes and procedures
B) Incident management
C) Compliments and complaints
D) Self-service tools

3. Which BEST describes the purpose of the 'improve' value chain activity?

A) To continually improve all products and services across all value chain activities
B) To ensure a shared understanding of the vision and improvement direction for all products and services
C) To organize a major improvement initiative into several smaller initiatives
D) To make new and improved services and features available for use

4. Which helps to manage an incident when it is unclear which support team should be working on the incident?

A) Target resolution times
B) Disaster recovery plans
C) Swarming
D) Self-help

5. What type of change is often used for resolving incidents or implementing security patches?

A) Emergency change
B) Change model
C) Standard change
D) Normal change

Solutions: