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EXIN ITIL-F Exam Syllabus Topics:

EXIN ITIL Foundation Sample Questions:

1. Which one of the following activities would be performed by access management?

A) Managing the rights to use a service or group of services
B) Managing access to the service desk
C) Providing physical security for staff at data centres and other buildings
D) Managing access to computer rooms and other secure locations

2. Which is the CORRECT list of metrics to support CSI activities?

A) Customer, business and process
B) Process, technology and service
C) Technology, customer and business
D) Business, service and technology

3. Hierarchic escalation is BEST described as?

A) Failing to meet the incident resolution times specified in a service level agreement
B) Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
C) Notifying more senior levels of management about an incident
D) Passing an incident to people with a greater level of technical skill

4. Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
B) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
C) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
D) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

5. Which of the following activities would be performed by a process manager?
1. Monitoring and reporting on process performance
2. Identifying improvement opportunities
3. Appointing people to required roles

A) 2 and 3 only
B) 1 and 3 only
C) 1 and 2 only
D) All of the above

Solutions: