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EXIN ITILFNDv4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

1. Which statement about the 'optimize and automate' guiding principle is CORRECT?

A) Automation frees human resources for more complex activities
B) Technology eliminates the need for human intervention
C) Activities should be automated before they are optimized
D) Automation is best applied to non-standard tasks

2. What is the difference between the 'incident management' and 'service desk' practices?

A) Incident management resolves issues, service desk investigates the underlying causes of issues
B) Incident management resolves complex issues, service desk resolves simpler issues
C) Incident management manages interruptions to services, service desk monitors achieved service quality
D) Incident management restores service operation, service desk provides communication with users

3. Which of the four dimensions focuses on roles, responsibilities, and systems of authority?

A) Information and technology
B) Organizations and people
C) Partners and suppliers
D) Value streams and processes

4. Which practice includes conducting regular reviews to ensure that services are still appropriate and relevant?

A) Change enablement
B) Continual improvement
C) Service level management
D) Service desk

5. What is a cause, or potential cause, of one or more incidents?

A) A configuration item
B) A problem
C) A workaround
D) An incident

Solutions: