ITIL Questions PDF [2025] Use Valid New dump to Clear Exam
Passing EXIN ITIL Exam Using 2025 Practice Tests
NEW QUESTION # 16
Which guiding principle recommends assessing the current state and deciding what can be reused?
- A. Focus on value
- B. Progress iteratively with feedback
- C. Collaborate and promote visibility
- D. Start where you are
Answer: D
NEW QUESTION # 17
Which statement about problems is CORRECT?
- A. Problem prioritization involves risk assessment.
- B. Problems are not related to incidents.
- C. Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis.
- D. Problems must be resolved quickly in order to restore normal business activity.
Answer: A
Explanation:
Reference: https://www.bmc.com/blogs/itil-problem-management/
NEW QUESTION # 18
A process owner is responsible for which of the following?
1.Defining theprocess strategy
2.Assisting with process design
3.Improving the process
4.Performing all activities involved in a process
- A. 2, 3 and 4 only
- B. All of the above
- C. 1, 2 and 4 only
- D. 1, 2 and 3 only
Answer: D
NEW QUESTION # 19
Which one of the following is an objective of release and deployment management?
- A. To define and agree release and deployment plans with customers and stakeholders
- B. To ensure that the overall business risk of change is optimized
- C. To standardize methods and procedures used for efficient and prompt handling of all changes
- D. To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
Answer: A
NEW QUESTION # 20
When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?
- A. An organization should always develop competencies in methodologies and techniques that will meet their needs
- B. An organization should always use an approach that combines Lean, Agile and DevOps methodologies
- C. An organization should always use a single technique to ensure metrics are consistent
- D. An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
Answer: A
NEW QUESTION # 21
How does information about problems and known errors contribute to 'incident management'?
- A. It enables the reassessment of known erros
- B. It removes the need for collaboration during incident resolution
- C. It enables quick and efficient diagnosis of incidents
- D. It removes the need for regular customer updates
Answer: C
NEW QUESTION # 22
Access management is responsible for implementing policies defined in which process?
- A. Service portfolio management
- B. Problem management
- C. Change management
- D. Information security management
Answer: D
NEW QUESTION # 23
Which directly assists with the diagnosis and resolution of simple incidents?
- A. Use of shift working patterns
- B. Scripts for collecting user information
- C. Fulfillment of service requests
- D. Creation of a temporary team
Answer: B
NEW QUESTION # 24
What should all 'continual improvement' decisions be based on?
- A. Accurate and carefully analysed data
- B. Details of how services are measured
- C. An up-to-date balanced scorecard
- D. A recent maturity assessment
Answer: A
NEW QUESTION # 25
Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?
- A. An emergency change
- B. A normal change
- C. A change model
- D. A standard change
Answer: D
NEW QUESTION # 26
Which BEST describe the focus of the 'think and work holistically' principle?
- A. Eliminating unnecessary steps to deliver valuable outcomes
- B. Breaking down large initiative into smaller pieces of work
- C. Considering the existing organizational assets before building something new
- D. Integrating an organization's activities to deliver value
Answer: D
Explanation:
Think and work holistically
No service, practice, process, department, or supplier stands alone. The outputs that the organization delivers to itself, its customers, and other stakeholders will suffer unless it works in an integrated way to handle its activities as a whole, rather than as separate parts.
https://www.bmc.com/blogs/itil-guiding-principles/#:~:text=5.,rather%20than%20as%20separate%20parts.
NEW QUESTION # 27
Which of the following is the BEST reason for categorizing incidents?
- A. To identify whether the user is entitled to log an incident for this particular service
- B. To ensure service levels are met and breaches of agreements are avoided
- C. To establish trends for use in problem management and other IT service management(ITSM) activities
- D. To enable the incident management database to be partitioned for greater efficiency
Answer: C
NEW QUESTION # 28
A single Release unit, or a structured set of Release units can be defined within:
- A. The RACI Model
- B. A Release Package
- C. The Plan, Do, Check, Act (PDCA) cycle
- D. A Request Model
Answer: B
NEW QUESTION # 29
Which service management dimension is focused on activities and how these are coordinated?
- A. Organizations and people
- B. Value streams and processes
- C. Information and technology
- D. Partners and suppliers
Answer: B
NEW QUESTION # 30
Which areas of service management can benefit from automation?
1.Design andmodeling
2.Reporting
3.Pattern recognition and analysis
4.Detection and monitoring
- A. All of the above
- B. 2, 3 and 4 only
- C. 1, 2 and 3 only
- D. 1, 3 and 4 only
Answer: A
NEW QUESTION # 31
Which reason describes why ITIL is so successful?
- A. It is not tied to any particular vendor platform
- B. It tells service providers exactly how to be successful
- C. It is designed to be used to manage projects
- D. The five ITIL volumes are concise
Answer: A
NEW QUESTION # 32
Which statement about the known error database (KEDB) is CORRECT?
- A. It is a part of the configuration management database (CMDB) and contains workarounds
- B. It is maintained by the service desk and updated with the details of each new incident
- C. It is maintained by problem management and is used by the service desk to help resolve incidents
- D. It is maintained by incident management and contains solutions to be implemented by problem management
Answer: C
NEW QUESTION # 33
Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?
- A. Change enablement
- B. Deployment management
- C. Service request management
- D. Service configuration management
Answer: C
NEW QUESTION # 34
Which of the following is an example of self-help capabilities?
- A. Menu-driven range of facilities used to access service requests
- B. A software update downloaded automatically to all laptops in an organization
- C. Calls to the service desk to register standard changes
- D. Software to allow programmers to debug code
Answer: A
NEW QUESTION # 35
WhatBESTdefines roles and responsibilities in relation to process and activities?
- A. RACI matrix
- B. Human resource model
- C. Configuration baseline
- D. Service model
Answer: A
NEW QUESTION # 36
Where should incident resolution targets to be documented?
- A. The service portfolio
- B. A request for change (RFC.
- C. A service description
- D. A service level agreement (SL
Answer: D
NEW QUESTION # 37
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?
- A. People, process, products, partners
- B. People, products, perspective, partners
- C. Performance, process, products, problems
- D. People, process, partners, performance
Answer: A
NEW QUESTION # 38
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