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EXIN ITIL Foundation (V4) Sample Questions:

1. Which is an activity of the 'problem management' practice?

A) Resolution of incidents in a time that meet customer expectations
B) Prioritization of problems based on the risk that they pose
C) Authorization of changes to resolve the cause of problems.
D) Restoration of normal service operation as quickly as possible

2. Which statement about change management is CORRECT?

A) It optimizes overall business risk
B) It ensures that all changes are authorized by the change advisory board (CAB)
C) It optimizes financial exposure
D) It ensures that service requests follow the normal change management process

3. Which statement about the service value chain is CORRECT?

A) The service value chain converts value into demand
B) Each value chain activity identifies a requirement for resources from an external supplier
C) Each value chain activity uses different combinations of practices to convert inputs into outputs
D) The service value chain uses value streams to describe a combination of consumers and providers

4. Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

A) An emergency change
B) A change model
C) A standard change
D) A normal change

5. Which of the four dimensions include, the knowledge bases needed to deliver and manage services?

A) Partners and suppliers
B) Information and technology
C) Value streams and processes
D) Organizations and people

Solutions: