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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. Which statement about service desks is CORRECT?

A) The service desk should remain isolated from technical support teams
B) The service desk should rely on self-service portals instead of escalation to support teams
C) The service desk should escalate all technical issues to support and development teams
D) The service desk should work in close collaboration with support and development teams

2. Which is a key requirement for a successful service level agreement?

A) It should be written in legal language
B) It should relate to simple operational metrics
C) It should be simply written and easy to understand
D) It should be based on the service provider's view of the service

3. When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?

A) Feedback loop
B) Minimum viable product
C) Analysis Paralysis
D) Direct observation

4. What is a recommendation of the 'focus on value' guiding principle?

A) Make 'focus on value' a responsibility of the management
B) Focus on value for the service provider first
C) Focus on value at every step of the improvement
D) Focus on the value of new and significant projects first

5. Which statement about service requests is CORRECT?

A) Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
B) Service requests that require simple workflows should be dealt with as incidents
C) Complex service requests should be dealt with as normal changes
D) Service requests require workflows that should use manual procedures and avoid automation

Solutions: