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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. Which TWO statements about the 'service request management' practice are CORRECT?
1. Service requests are part of normal service delivery
2. Complaints can be handled as service requests
3. Service requests result from a failure in service
4. Normal changes should be handled as service requests

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

2. Which can act as an operating model for an organization?

A) The four dimensions of service management
B) The service value chain
C) Continual improvement
D) The ITIL guiding principles

3. Which is a purpose of release management?

A) To handle user-initiated service requests
B) To protect the organization's information
C) To move hardware and software to live environments
D) To make new and changed services available for use

4. Which statement about the input and output of the value chain activities is CORRECT?

A) Each value chain activity receives inputs and provides outputs
B) Input and output are fixed for each value chain activity
C) Some value chain activities only have input, whereas others only have outputs
D) The organization's governance will determine the inputs and outputs of each value chain activity

5. What is the purpose of the 'monitoring and event management' practice?

A) To capture demand for incident resolution and service requests
B) To systematically observe services and service components
C) To manage workarounds and known errors
D) To restore normal service operation as quickly as possible

Solutions: