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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. Which service request management decisions require that policies are established'?

A) Deciding how to handle service requests where the steps are unknown
B) Deciding when workarounds should be used
C) Deciding which service requests require approval
D) Deciding how degradations of service are resolved

2. Which practice provides support for managing feedback, compliments and complaints from users?

A) Service request management
B) Incident management
C) Problem management
D) Change control

3. Which statement about outcomes is CORRECT?

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

4. What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

A) Business metrics
B) Operational metrics
C) Customer engagement
D) Customer feedback

5. Which statement about service relationship management is CORRECT?

A) It focuses on the service actions performed by users
B) It requires co-operation of both the service provider and service consumer
C) It requires the service consumer to create resources for the service provider
D) It focuses on the fulfilment of the agreed service actions

Solutions: