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EXIN ITILFNDv4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

Question 1

Which service request management decisions require that policies are established?

A. Deciding how to handle service requests where the steps are unknown
B. Deciding how degradations of service are resolved
C. Deciding when workarounds should be used
D. Deciding which service requests require approval

Question 2

Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

A. Problem management
B. Incident management
C. Continual improvement
D. Service request management

Question 3

Which statement about the 'continual improvement model' is CORRECT?

A. Organizations should work through the steps of the model in the sequence in which they are presented
B. The model is applicable to only certain parts of the service value system
C. The flow of the model helps organizations to link improvements to its goals
D. Organizations should use an additional model or method to link improvements to customer value

Question 4

Which is an input to the service value system?

A. A need from consumers for new or changed services.
B. Recommendations to help an organization in all aspects of its work
C. The system of directing and controlling an organization
D. A model to help meet stakeholders' expectations

Question 5

Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review, in order to meet their needs?

A. Change enablement
B. Incident management
C. Continual improvement
D. Service request management

Solutions: