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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. What three elements make up the Service Portfolio?

A) Service pipeline, service catalogue and retired services
B) Customer portfolio, service catalogue and retired services
C) Customer portfolio, configuration management system and service catalogue
D) Service pipeline, configuration management system and service catalogue

2. How should an organization prioritize incidents?

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

3. Which step of the 'continual improvement model' defines measurable targets?

A) What is the vision?
B) how we get there?
C) Where are we now?
D) Where do we want to be?

4. What is a definition of a service improvement plan (SIP)?

A) A formal plan to implement improvements to a customer's business processes
B) An input from availability management to service level management, detailing the service design plan
C) An input from financial management for IT services to service level management, detailing the budget plan
D) A formal plan to implement improvements to a service or process

5. Which practice provides visibility of the organization's services by capturing and reporting on service performance?

A) Service level management
B) Service desk
C) Service request management
D) Service configuration management

Solutions: