EXIN ITIL Exam : ITIL Foundation (V4)

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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. Which is a purpose of the 'service desk' practice?

A) To support the agreed quality of a service by handling all pre-defined, user-initiated service requests
B) To be the entry point and single point of contact for the service provider with all of its users
C) To establish and nurture the links between the organization and its stakeholders at strategic and tactical levels
D) To minimize the negative impact of incidents by restoring normal service operation as quickly as possible

2. Which practice has the purpose of ensuring that the organization's suppliers and their performance and managed appropriately to support the provision of seamless, quality products and services?

A) Relationship management
B) Service management
C) Release management
D) Supplier management

3. Which practice uses technologies such as intelligent telephony systems, a knowledge base and monitoring tools?

A) Deployment management
B) Problem management
C) Service desk
D) Service configuration management

4. Which practice identifies metrics that reflect a customer experience of a service?

A) Service level management
B) Problem management
C) Service desk
D) Continual improvement

5. What can be used to determine if a service is 'fit for purpose'?

A) Outcome
B) Utility
C) Warranty
D) Availability

Solutions: