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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. A user contacts the service desk to ask how they can create a report. Which practice is MOST LIKELY to contribute to resolving this issue?

A) Incident management
B) Service request management
C) Service level management
D) Change enablement

2. Which service catalogue view is considered beneficial when constructing the relationship between services, SLAs, OLAs, and other underpinning agreements?

A) Retail customer view
B) Service-based SLA view
C) Wholesale customer view
D) Supporting services view

3. Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are1 guiding principle.

A) tools
B) plans
C) process
D) measurement

4. Which is a purpose of the 'relationship management' practice?

A) To be the entry point and single point of contact for the service provider with all of its users
B) To identify, analyze, monitor, and continually improve links with stakeholders
C) To systematically observe services and service components
D) To protect the information needed by the organization to conduct its business

5. Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?

A) Star: where you are
B) Progress iteratively with feedback
C) Think and work holistically
D) Keep it simple and practical

Solutions: