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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. Which phase of problem management includes analysing incidents to look for patterns and trends?

A) Problem control
B) Error control
C) Problem identification
D) Post-implementation review

2. Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

A) A standard change
B) A change model
C) A normal change
D) An emergency change

3. Which statement about service requests is CORRECT?

A) Complex service requests should be dealt with as normal changes
B) Service requests require workflows that should use manual procedures and avoid automation
C) Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
D) Service requests that require simple workflows should be dealt with as incidents

4. Which of the following can be used to access service desks?

A) Text and social media messaging
B) Email
C) Phone calls
D) All of the above

5. What is the primary focus of business capacity management?

A) Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
B) Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
C) Review of all capacity supplier agreements and underpinning contracts with supplier management
D) Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion

Solutions: