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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. Identify the missing word in the following sentence.
A [?] is the addition, modification, or removal of anything that could have a direct or indirect effect on services

A) problem
B) change
C) risk
D) configuration item

2. Which guiding principle says that services and processes should NOT provide a solution for every exception?

A) Keep it simple and practical
B) Optimize and automate
C) Collaborate and promote visibility
D) Think and work holistically

3. What is the purpose of the 'relationship management' practice?

A) To establish and nurture the links between the organization and its stakeholders
B) To set clear business-based targets for service performance
C) To align the organization's practices and services with changing business needs
D) To support the agreed quality of a service handling all agreed, userinitiated service requests

4. Which statement about service desks is CORRECT?

A) The service desk should remain isolated from technical support teams
B) The service desk should escalate all technical issues to support and development teams
C) The service desk should work in close collaboration with support and development teams
D) The service desk should rely on self-service portals instead of escalation to support teams

5. Which activity contributes to the 'where are we now?' step of the 'continual improvement' model?

A) Performing baseline assessments
B) Defining the improvement plan
C) Executing improvement actions
D) Understanding the business mission

Solutions: