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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. Which dimension includes a workflow management system?

A) Value streams and processes
B) Information and technology
C) Partners and suppliers
D) Organizations and people

2. An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

A) The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
B) Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
C) A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
D) SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.

3. Why should incidents be prioritized?

A) To identify which support team the incident should be escalated to
B) To encourage a high level of collaboration within and between teams
C) To ensure that incidents with the highest business impact are resolved first
D) To help automated matching of incidents to problems or known errors

4. What is the definition of a known error?

A) A problem that has been analyzed and has not been resolved
B) An unplanned interruption to a service, or reduction in the quality of a service
C) Any change of state that has significance for the management of a service or other configuration item (CI)
D) A cause, or potential cause, of one or more incidents

5. What is an output?

A) A change of state that has significance for the management of a configuration item
B) A possible event that could cause harm or loss
C) A result for a stakeholder
D) Something created by carrying out an activity

Solutions: