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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. Why should service desk staff detect recurring issues?

A) To escalate incidents to the correct support team
B) To engage the correct change authority
C) To help identify problems
D) To ensure effective handling of service requests

2. Which statement about the 'service desk1 practice is CORRECT?

A) It needs a practical understanding of the business processes
B) It provides a link with stakeholders at strategic and tactical levels
C) It carries out change assessment and authorization
D) It investigates the cause of incidents

3. Which statement about metrics is CORRECT?

A) Technology metrics can be used to determine the overall health of a process
B) Process metrics can be used to measure end-to-end service performance
C) Process metrics can be used to measure the utilization of a supplier's network
D) Technology metrics can be used to measure component performance and availability

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

5. Which term relates to service levels aligned with the needs of service consumers?

A) Cost
B) Service management
C) Utility
D) Warranty

Solutions: