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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

Question #1
What is the difference between the 'incident management' and 'service desk' practices?

A. incident management manages interruptions to service desk monitors achieved service quality
B. Incident management restores service operation, service desk provides communication with users
C. incident management resolves issues, service desk investigates the underlying causes of issues
D. incident management resolves complex issues, service desk resolve simpler issues.

Question #2
What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

A. Customer engagement
B. Operational metrics
C. Business metrics
D. Customer feedback

Question #3
Which should be handled by 'service request management'?

A. A request to implement a security patch
B. A request to change a target in a service level agreement
C. A request to resolve an error in a service
D. A request to provide a laptop

Question #4
Which practice is responsible for moving new or changed components to live or other environments?

A. Release management
B. Supplier management
C. Change enablement
D. Deployment management

Question #5
Which guiding principle discourages 'silo activity'?

A. Start where you are
B. Collaborate and promote visibility
C. Focus on value
D. Keep it simple and practical

Solutions: