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EXIN ITILFND_V4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

Question #1

Which is a key requirement for successful service level agreements (SLAs)?

A. They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
B. They should be based on system-based metrics which are useful to the service provider
C. They should avoid ambiguous targets such as those relating to user experience
D. They should be written using language and terms which all parties will understand

Question #2

Which of the following is NOT recommended by the guiding principle 'start where you are'?

A. Building something completely new
B. Collecting data directly from the source
C. Identifying what is available to be leveraged
D. Asking questions that appear to be stupid

Question #3

Which practice recommends the use of event-based surveys to gather feedback from customers?

A. Service level management
B. Change enablement
C. Problem management
D. Service request management

Question #4

Which is described by the 'organizations and people' dimension of service management?

A. Inputs and outputs
B. Communication and collaboration
C. Workflows and controls
D. Contracts and agreements

Question #5

Which practice conducts reviews to validate that services are covering the needs of the customer?

A. Service level management
B. Service desk
C. Change enablement
D. Monitoring and event management

Solutions: