EXIN ITIL Foundation (V4) : ITIL

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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

Question 1

Which statement about the 'continual improvement model' is CORRECT?

A. The model is applicable to only certain parts of the service value system
B. The low of the model helps organizations to link improvements to its goals
C. Organizations should use an additional model or method to link improvements to customer value
D. Organizations should work through the steps of the model in the sequence in which they are presented

Question 2

Which is described by the 'organizations and people' dimension of service management?

A. Workflows and controls
B. Contracts and agreement
C. Communication and collaboration
D. Inputs and outputs

Question 3

Which TWO BEST describe the guiding principles?
* Short term
* Standards
* Recommendations
* Long-term

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

Question 4

Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity

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

Question 5

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 ensure effective handling of service requests
D. To help identify problems

Solutions: