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EXIN ITILFNDv4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

1. How should a process design allow for exceptional situations?

A) Create an additional process for each exception
B) Include all exception steps in the main process
C) Remove the option for process exceptions
D) Create rules to handle exceptions generally

2. What does 'change enablement' PRIMARILY focus on?

A) Changes to service levels
B) Changes to organizational structure
C) Changes to products and services
D) Changes to skills and competencies

3. What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?

A) Problem analyst
B) Service level manager
C) Service desk agent
D) Change authority

4. Which practice forms a link between the service provider and the users of services?

A) Service level management
B) Service desk
C) Change enablement
D) Problem management

5. Identify the missing words in the following sentence:
The 'incident management' practice should maintain [?] for logging and managing incidents.

A) a value chain activity
B) a formal process
C) detailed procedures
D) a dedicated team

Solutions: