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EXIN ITILFNDv4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

1. Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

A) Problem management
B) Service request management
C) Service level management
D) Incident management

2. Identify the missing words in the following sentence:
The 'incident management' practice should maintain [?] for logging and managing incidents.

A) a value chain activity
B) a formal process
C) detailed procedures
D) a dedicated team

3. Which describes the 'plan' value chain activity?

A) It ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations
B) It ensures continual improvement of products, services, and practices across all value chain activities
C) It ensures a shared understanding of the current status and vision for all products and services across the organization
D) It ensures that service components are available when and where they are needed, and meet agreed specifications

4. What should be used to set user expectations for request fulfilment times?

A) The consumer demand for the service
B) The service levels of the supplier
C) The time needed to realistically deliver the service
D) The time that the customer indicates for service delivery

5. Which is a key requirement for successful service level agreements (SLAs)?

A) They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
B) They should avoid ambiguous targets such as those relating to user experience
C) They should be based on system-based metrics which are useful to the service provider
D) They should be written using language and terms which all parties will understand

Solutions: