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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.

A) Change authority
B) Service desk agent
C) Service level manager
D) Problem analyst

2. Which statement about value creating activities is CORRECT?

A) Each value stream should be designed with a specific combination of service value chain activities
B) Service value chain activities have pre-determined dependencies on ITIL practices
C) Organizations should ensure that each value stream is applicable to many scenarios
D) A value stream is an operating model for creating value through products and services

3. Why should incidents be prioritized?

A) To help automated matching of incidents to problems or known errors
B) To identify which support team the incident should be escalated to
C) To encourage a high level of collaboration within and between teams
D) To ensure that incidents with the highest business impact are resolved first

4. Which is the purpose of the 'monitoring and event management' practice?

A) To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B) To systematically observe services and service components, and record and report selected changes of state
C) To ensure that accurate and reliable information about the configuration of services is available when and where it is needed
D) To protect the information needed by the organization to conduct its business

5. Which of the following is the MOST important 'or effective incident management?

A) Balanced scorecard review
B) A variety of access channels
C) Collaboration tools and techniques
D) Automated pipelines

Solutions: