EXIN EXIN ITIL ITILFNDv4

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EXIN ITIL 4 Foundation Sample Questions:

1. Which statement about managing incidents is CORRECT?

A) Low impact incidents should be resolved efficiently so the resource required is reduced
B) The 'incident management' practice should use a single process regardless of the impact of the incident
C) Low impact incidents should be resolved efficiently, making logging unnecessary
D) Incidents with the lowest impact should be resolved first

2. Which step of the 'continual management model' defines measurable targets?

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

3. What are typically recognized through notifications created by an IT service, CI or monitoring tool?

A) Requests
B) Events
C) Incidents
D) Problems

4. Which TWO are considered part of the 'organizations and people' dimension of service management?
1. Systems of authority
2. Culture
3. Relationships between organizations
4. Workflows

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

5. Which describes the 'plan' value chain activity?

A) It ensures continual improvement of products, services, and practices across all value chain activities
B) It ensures that service components are available when and where they are needed, and meet agreed specifications
C) It ensures a shared understanding of the current status and vision for all products and services across the organization
D) It ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations

Solutions: