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EXIN ITILFND_V4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

1. Why and how is a user MOST LIKELY to contact the service desk?

A) To report a problem using a mobile app
B) To request access to a resource via a self-service portal
C) To authorize an emergency change via live chat
D) To discuss the cause of an incident via a phone call

2. Which dimension includes the knowledge needed for the management of services?

A) Information and technology
B) Value streams and processes
C) Partners and suppliers
D) Organizations and people

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

4. In which situation will incident management USUALLY use a separate process?

A) Where the cause must be diagnosed
B) For low impact incidents
C) Where no target resolution time exists
D) For information security incidents

5. What includes governance as a component?

A) The service value chain
B) Practices
C) The service value system
D) The guiding principles

Solutions: