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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

A) Problem management
B) Incident management
C) Service request management
D) Continual improvement

2. Which TWO are important aspects of the 'service request management' practice?
1.Standardization and automation
2.Providing a variety of channels for access
3.Establishing a shared view of targets
4.Policies for approvals

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

3. How should an organization prioritize incidents?

A) Ask the user for their preferred resolution timeframe.
B) Assess the availability of the appropriate support team.
C) Use an agreed classification which is based on the business impact of the incident.
D) Create an order of incidents based on the dates and times when they were logged.

4. Which is a recommendation for applying the guiding principle 'keep it simple and practical?

A) If a practice is easier to follow it is more likely to be adopted
B) Sometimes nothing from the current state can be re used
C) Fast does not mean incomplete
D) Communicate in a way the audience can hear

5. Which describe a 'change authority'?

A) A way to manage the people aspects of change
B) A tool used to help plan changes
C) A person who approves a change
D) a model used to determine who will assess a change

Solutions: