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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. What is the MAIN benefit of 'problem management'?

A) Maximizing the number of successful changes
B) Reducing the number and impact of incidents
C) Restoring normal service as quickly as possible
D) Managing workarounds and known errors

2. Which statement about emergency changes is CORRECT?

A) Emergency changes are low risk and well understood
B) Emergency changes are not usually recorded in the change schedule
C) Authorization of emergency changes may be deferred until after implementation
D) It is necessary to complete all documentation before an emergency charge is implemented

3. Which practices is MOST associate with the use of empathy to understand users?

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

4. Which is the MOST important stakeholder group that a service provider needs to collaborate with?

A) Customers
B) Relationship managers
C) Suppliers
D) Developers

5. What should be used to set user expectations for request fulfilment times?

A) The time that the customer indicates for service delivery
B) The service levels of the supplier
C) The time needed to realistically deliver the service
D) The consumer demand for the service

Solutions: