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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. How should an organization adopt continual improvement methods?

A) Use a new method for each improvement the organization handles
B) Select a few key methods for the types of improvement that the organization handles
C) Select a single method for all improvements that the organization handles
D) Build the capability to use as many improvement methods as possible

2. Which is the FIRST thing to consider when focusing on value?

A) Defining customer experience and user experience
B) Ensuring value is co-created by improvement initiatives.
C) Understanding what is valuable to the service consumer
D) Identifying the service customer who will receive value

3. Which statement about IT service management is CORRECT?
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A) It is performed by IT service providers using a mix of people, process and technology
B) It is performed by customers using a mix of IT systems, services and processes
C) It is performed by the service desk using a mix of people, process and technology
D) It is performed by IT service providers using a mix of suppliers and their products

4. What impact does automation have on a service desk?

A) Increased phone contact and a reduced ability to focus on user experience
B) Less low level work and a greater ability to focus on user experience
C) Ability to work from a single centralised location
D) Ability to work from multiple locations, geographically dispersed

5. Which is the definition of an IT asset?

A) Any component that needs to be managed to deliver a service
B) Any request from a user that is a normal part of service delivery
C) Any change of state that has significance for the management of a service
D) Any financially valuable component that contributes to a service

Solutions: