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EXIN ITILFND_V4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

1. Which helps to manage an incident when it is unclear which support team should be working on the incident?

A) Disaster recovery plans
B) Target resolution times
C) Self-help
D) Swarming

2. Which is an activity of the 'problem management' practice?

A) Prioritization of problems based on the risk that they pose
B) Resolution of incidents in a time that meets customer expectations
C) Authorization of changes to resolve the cause of problems
D) Restoration of normal service operation as quickly as possible

3. Which is part of the definition of a customer?

A) The role that defines the requirements for a service
B) The role that authorizes budget for service consumption
C) A means of enabling value co-creation
D) A set of specialized organizational capabilities for enabling value

4. What are guiding principles?

A) A set of specialized organizational capabilities for enabling value for customers
B) A description of one or more services that help address the needs of a target consumer group
C) A set of interconnected activities that help an organization deliver a valuable service
D) Recommendations that help an organization when adopting a service management approach

5. What describes the steps needed to create and deliver a specific service to a consumer?

A) A value stream
B) Service management
C) Practices
D) Service level management

Solutions: