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EXIN ITIL Foundation (V4) Sample Questions:

1. Which of the following is included in the purpose of the 'continual improvement' practice?

A) The restoration of normal service operation as quickly as possible
B) The reduction of the likelihood and impact of incidents
C) The establishment of links between the organization and its stakeholders at strategic and tactical levels
D) The alignment of the organization's practices and services with changing business needs

2. Which practice needs people who understand complex systems and have creative and analytical skills?

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

3. Which statement about the steps to fulfill a service request is CORRECT?

A) They should be brief and simple
B) They should include incident handling
C) They should be well-known and proven
D) They should be complex and detailed

4. Which of the following is the MOST important for effective incident management?

A) A variety of access channels
B) Automated pipelines
C) Collaboration tools and techniques
D) Balanced scorecard review

5. Which is a way of applying the guiding principle 'focus on value'?

A) Comprehending the whole, but doing something
B) Doing fewer things, but doing them better
C) Understanding how service consumers use services
D) Recognizing the complexity of systems

Solutions: