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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. Which term is used to describe the prediction and control of income and expenditure within an organization?

A) Accounting
B) Governance
C) Charging
D) Budgeting

2. Which statement about known errors and problems is CORRECT?

A) Known errors are managed by technical staff, problems are managed by service management staff
B) Known errors cause vulnerabilities, problems cause incidents
C) A known error is the cause of one or more problems
D) Known error is the status assigned to a problem after it has been analysed

3. What are the ITIL guiding principles used for?

A) To ensure that an organization's performance continually meets stakeholders' expectations
B) To help an organization make good decisions
C) To identify activities that an organization must perform in order to deliver a valuable service
D) To direct and control an organization

4. When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?

A) An organization should always develop competencies in methodologies and techniques that will meet their needs
B) An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
C) An organization should always use a single technique to ensure metrics are consistent
D) An organization should always use an approach that combines Lean, Agile and DevOps methodologies

5. Which service request management decisions require that policies are established'?

A) Deciding how to handle service requests where the steps are unknown
B) Deciding when workarounds should be used
C) Deciding which service requests require approval
D) Deciding how degradations of service are resolved

Solutions: