EXIN ITIL

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EXIN ITIL Foundation (V4) Sample Questions:

1. What is important for a 'continual improvement register' (CIR)?

A) Improvement ideas from many sources are kept in a single CIR
B) Improvement ideas are documented, assessed and prioritized
C) Improvement ideas that are not being actioned immediately are removed from the CIR
D) Improvement ideas are tested, funded and agreed

2. Which is a purpose of the 'service desk' practice?

A) To set clear business-based targets for service performance
B) To capture demand for incident resolution and service requests
C) To maximize the number of successful IT changes by ensuring risks are properly assessed
D) To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents

3. Which directly assists with the diagnosis and resolution of simple incidents?

A) Creation of a temporary team
B) Scripts for collecting user information
C) Fulfillment of service requests
D) Use of shift working patterns

4. Which are elements of the service value system?

A) Service provision, service consumption, service relationship management
B) Customer value, stakeholder value, organization
C) Outcomes, utility, warranty
D) Governance, service value chain, practices

5. Which practice involves the management of vulnerabilities that were not identified before the service went live?

A) Problem management
B) Service level management
C) Service request management
D) Change control

Solutions: