EXIN ITIL 4 Foundation : ITILFNDv4

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EXIN ITILFNDv4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

1. Which practice identifies metrics that reflect a customer experience of a service?

A) Problem management
B) Service desk
C) Service level management
D) Continual improvement

2. Which practice has a purpose that includes managing risks relating to confidentiality, integrity and availability?

A) Problem management
B) Service configuration management
C) Change enablement
D) Information security management

3. Identify the missing word(s) in the following sentence.
A(n) [?] is the cause, or potential cause, of one or more incidents.

A) Problem
B) Known error
C) Event
D) Change

4. Which should be handled by 'service request management'?

A) A request to resolve an error in a service
B) A request to implement a security patch
C) A request to change a target in a service level agreement
D) A request to provide a laptop

5. How should an organization prioritize incidents?

A) Create an order of incidents based on the dates and times when they were logged
B) Use an agreed classification which is based on the business impact of the incident
C) Assess the availability of the appropriate support team
D) Ask the user for their preferred resolution timeframe

Solutions: