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EXIN ITILFNDv4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

1. Which statement about the 'incident management' practice is CORRECT?

A) It authorizes changes to resolve incidents
B) It maintains detailed procedures for diagnosing incidents
C) It resolves the highest impact incidents first
D) It identifies the cause of major incidents

2. When using the 'continual improvement model', which information should be produced by an organization in order to understand where the organization is now?

A) Assessment results
B) Business objectives
C) Measurable targets
D) Improvement plans

3. Which is handled as a service request?

A) A compliment about an IT support team
B) The failure of an IT service
C) An investigation to identify the cause of an incident
D) An emergency change to implement a security patch

4. Which helps to streamline the fulfilment of service requests?

A) Understanding which service requests can be accomplished with limited approvals
B) Eliminating service requests which have complex workflows
C) Creating new workflows for every service request
D) Separating requests relating to service failures from the degradation of services

5. What can be described as an operating model for the creation and management of products and services?

A) Service value chain
B) Practices
C) Guiding principles
D) Governance

Solutions: