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EXIN ITIL-F Exam Syllabus Topics:

EXIN ITIL Foundation Sample Questions:

1. Can service operation improve efficiency in the business operation by automating common routines?

A) Yes, through automating common routines and introducing the service knowledge management System (SKMS)
B) No, automating common routines only results in preventing common problems
C) Yes, through automating common routines, more productive work can be carried out
D) No, automating common routines improves effectiveness but not efficiency

2. Which is an objective of the service design lifecycle stage?

A) To embed continual service improvement (CSI) in all service design activities
B) To create and maintain a portfolio of quantified services
C) To monitor service level targets as agreed in service level agreements
D) To ensure that all service design activities use the minimum amount of resources

3. Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

A) Problem management
B) Service level management
C) Change management
D) Event management

4. Access management is closely related to which other process?

A) Information security management
B) Change management
C) Capacity management only
D) 3rd line support

5. A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.
What has taken place within the SLA target?

A) A hierarchic escalation
B) A functional escalation
C) An incident resolution
D) A service level escalation

Solutions: