EXIN : ITIL Questions & Answers

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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

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

2. Which of these activities is carried out as part of 'problem management'?

A) Creating incident records
B) Diagnosing and resolving incidents
C) Trend analysis of incident records
D) Escalating incidents to a support team for resolution

3. A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

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

4. Which practice identifies metrics that reflect the customer's experience of a service?

A) Service level management
B) Continual improvement
C) Service desk
D) Problem management

5. Which benefit is MOST aligned with the guiding principle 'progress iteratively with feedback'?

A) The complexities of the service provider's IT systems are identified.
B) The service provider gains a better understanding of the customer experience.
C) Bottlenecks in the service provider's workflow are identified.
D) Service providers are able to respond more quickly to customer needs

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