EXIN ITIL Value Pack (Frequently Bought Together)

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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. What is described by the service value system?

A) How to apply the systems approach of the guiding principle think and work holistically
B) How all the components and activities of the organization work together as a system to enable value creation
C) Joint activities performed by a service provider and a service consumer to ensure continual value co- creation
D) Services based on one or more products, designed to address needs of a target consumer group

2. Which two practices interact the MOST with the service desk practice?

A) Incident management and service request management
B) Change enablement and incident management
C) Deployment management and change enablement
D) Service request management and deployment management

3. When should a change request be submitted to resolve a problem?

A) As soon as the analysis of the frequency and impact of incidents justifies the change
B) As soon as a workaround for the problem has been identified
C) As soon as a solution for the problem has been identified
D) As soon as the analysis of cost, risks and benefits justifies the change

4. Which TWO types of competence are MOST important 'or service desk staff?
1. Knowledge of business processes
2. Collaboration skills
3. Advanced technical knowledge
4. Workflow design skills

A) 3 and 4
B) 1 and 4
C) 2 and 3
D) 1 and 2

5. How does customer engagement contribute to the 'service level management' practice?
1.It captures information that metrics can be based on
2.It ensures the organization meets defined service levels
3.It defines the workflows for service requests
4.It supports progress discussions

A) 3 and 4
B) 1 and 4
C) 2 and 3
D) 1 and 2

Solutions: