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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. Which statement about known errors and problems is CORRECT?

A) Known errors cause vulnerabilities, problems cause incidents
B) Known error is the status assigned to a problem after it has been analysed
C) Known errors are managed by technical staff, problems are managed by service management staff
D) A known error is the cause of one or more problems

2. Which statement about a 'continual improvement register' is CORRECT?

A) It should be managed at the senior level of the organization
B) It should be re-prioritized as ideas are documented
C) There should only be one for the whole organization
D) It should be used to capture user demand

3. Which is a purpose of the 'service desk' practice?

A) To capture demand for incident resolution and service requests
B) To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
C) To set clear business-based targets for service performance
D) To maximize the number of successful IT changes by ensuring risks are properly assessed

4. Which practice makes new services available for use?

A) Change enablement
B) Deployment management
C) IT asset management
D) Release management

5. Identify the missing word in the following sentences.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

A) utility
B) outcomes
C) warranty
D) outputs

Solutions: