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EXIN ITILFND_V4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

1. Which phase of problem management includes analyzing incidents to look for patterns and trends?

A) Problem identification
B) Post-implementation review
C) Problem control
D) Error control

2. What is defined as an unplanned interruption or reduction in the quality of a service?

A) A problem
B) An event
C) A change
D) An incident

3. Which practice forms a link between the service provider and the users of services?

A) Problem management
B) Service desk
C) Change enablement
D) Service level management

4. Which statement about the automation of service requests is CORRECT?

A) Service requests and their fulfilment should be automated as much as possible
B) Service requests that cannot be automated should be handled as problems
C) Service requests and their fulfilment should be carried out by service desk staff without automation
D) Service requests that cannot be automated should be handled as incidents

5. Which statement about the purpose of the Monitoring and event management practice is TRUE?

A) Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B) Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
C) Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
D) Systematically observe services and service components, and record and report selected changes of state identified as events

Solutions: