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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. Which practice has a purpose that includes observing a service to report selected changes of state identified as events?

A) Monitoring and event management
B) Information security management
C) Incident management
D) Change control

2. What is a definition of a problem?

A) Any change of state that has significance for the management of a configuration item (CI)
B) An unplanned interruption to a service, or reduction in the quality of a service
C) A cause, or potential cause, of one or more incidents
D) An incident for which a full resolution is not yet available

3. How does categorization of incidents assist the 'incident management' practice?

A) It helps direct the incident to the correct support area
B) It determines the priority assigned to the incident
C) It determines how the service provider is perceived
D) It ensures that incidents are resolved in timescales agreed with the customer

4. Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

A) Service request management
B) Incident management
C) Service level management
D) Change management

5. Which practice ensures that service actions, that are a normal part of service delivery, are effectively handled?

A) Service request management
B) Incident management
C) Service level management
D) Problem management

Solutions: