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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. What are guiding principles?

A) Recommendations that help an organization when adopting a service management approach
B) A set of interconnected activities that help an organization deliver a valuable service
C) A description of one or more services that help address the needs of a target consumer group
D) A set of specialized organizational capabilities for enabling value for customers

2. Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

A) Design controls and metrics and add them individually until all are implemented
B) Only add controls and metrics that are required for compliance
C) Design controls and metrics first, then remove those not adding value
D) Only add controls and metrics when they are needed

3. Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

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

4. What should be considered as part of the 'partners and suppliers' dimension?

A) The required skills and competencies of teams and individual members of the organization
B) The level of integration and formality involved in the relationships between organizations
C) The activities, workflows, controls and procedures needed to achieve the agreed objectives
D) The information created, managed and used in the course of service provision and consumption

5. Which is part of the value proposition of a service?

A) Risks imposed on the consumer by the service
B) Outputs of the service received by the consumer
C) Costs imposed on the consumer by the service
D) Costs removed from the consumer by the service

Solutions: