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EXIN ITIL Exam Syllabus Topics:

EXIN ITIL Foundation (V4) Sample Questions:

1. Why should incidents be prioritized?

A) To identify which support team the incident should be escalated to
B) To ensure that incidents with the highest business impact are resolved first
C) To encourage a high level of collaboration within and between teams
D) To help automated matching of incidents to problems or known errors

2. What helps diagnose and resolve a simple incident?

A) Formation of a temporary team
B) The use of scripts
C) Problem prioritization
D) Rapid escalation

3. Which guiding principle describes the importance of doing something, instead of spending a long time analysing different options?

A) Progress iteratively with feedback
B) Focus on value
C) Start where you are
D) Optimize and automate

4. Which guiding principle emphasizes the need to understand the flow of work in progress, identify bottlenecks, and uncover waste?

A) Think and work holistically
B) Keep it simple and practical
C) Focus on value
D) Collaborate and promote visibility

5. Which statement about IT service management is CORRECT?
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A) It is performed by IT service providers using a mix of people, process and technology
B) It is performed by customers using a mix of IT systems, services and processes
C) It is performed by IT service providers using a mix of suppliers and their products
D) It is performed by the service desk using a mix of people, process and technology

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