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EXIN ITILFNDv4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

1. Which is a way of applying the guiding principle 'focus on value'?

A) Doing fewer things, but doing them better
B) Comprehending the whole, but doing something
C) Understanding how service consumers use services
D) Recognizing the complexity of systems

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

3. Which is an example of a business related measurement?

A) The number of problems resolved
B) The average time to respond to change requests
C) The average resolution time for incidents
D) The number of passengers checked in

4. Which of the following is a necessity to a successful service level agreement (SLAs)?

A) Base the SLA on system-based metrics that are useful to the service provider
B) In order to promote consistent service, they should be carried forward, unchanged, from one year to the next
C) Vague targets, such as those related to user experience, should be avoided
D) The language and terms used in the SLA should be commonly understood by all parties

5. Which practice includes the use of approaches such as Lean, Agile and DevOps with the aim of facilitating a greater amount of change at a quicker rate?

A) Continual improvement
B) Service level management
C) Monitoring and event management
D) Service desk

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