EXIN ITIL Foundation (V4) : ITIL

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EXIN ITIL Foundation (V4) Sample Questions:

1. How can a service consumer contnbute to the reduction of nsk?

A) By providing the service in accordance with requirements
B) By fully understanding then own requirements for the service
C) By managing the detailed level of risk on behalf of the service provider
D) By ensuring that the service provider's resources are correctly configured

2. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

A) Detection
B) Prioritization
C) Categorization
D) Escalation

3. What is used as a tool to help define and measure performance?

A) A service level agreement
B) A continual improvement register
C) An incident record
D) A change schedule

4. Which is a recommendation of the guiding principle 'think and work holistically'?

A) Review service management practices and remove any unnecessary complexity
B) Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner
C) Conduct a review of existing service management practices and decide what to keep and what to discard
D) Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative

5. Which statement about outcomes is CORRECT?

A) Outcomes rely on outputs to deliver results for a stakeholder.
B) Outcomes help a service consumers to assess the cost of a specific activity
C) Outcomes use activities to produce tangible or intangible deliverables.
D) Outcomes gives service consumers assurance of products or services

Solutions: