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EXIN ITILFNDv4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

1. What should be done to determine the appropriate metrics for measuring a new service?

A) Measuring the performance over the first six months, and basing a solution on the results
B) Asking customers open questions to establish their requirements
C) Using operational data to provide detailed service reports
D) Asking customers to provide numerical targets that meet their needs

2. How is a 'continual improvement register' used?

A) To provide a structured approach to implementing improvements
B) To organize past, present, and future improvement ideas
C) To record requests for provision of a resource or service
D) To authorize changes to implement improvement initiatives

3. Which practice includes management of workarounds and known errors?

A) Incident management
B) Service configuration management
C) Problem management
D) Monitoring and event management

4. What should all 'continual improvement' decisions be based on?

A) An up-to-date balanced scorecard
B) Details of how services are measured
C) Accurate and carefully analysed data
D) A recent maturity assessment

5. What is defined as 'the role that uses services'?

A) User
B) Service consumer
C) Customer
D) Sponsor

Solutions: