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EXIN ITIL 4 Foundation Sample Questions:

1. What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?

A) Problem analyst
B) Change authority
C) Service level manager
D) Service desk agent

2. In which step of the 'continual improvement model' is an improvement plan implemented?

A) Take action
B) Did we get there?
C) What is the vision?
D) How do we get there?

3. Which is an example of a business related measurement?

A) The average resolution time for incidents
B) The average time to respond to change requests
C) The number of passengers checked in
D) The number of problems resolved

4. How should an organization adopt continual improvement methods?

A) Select a few key methods for the types of improvement that the organization handles
B) Select a single method for all improvements that the organization handles
C) Use a new method for each improvement the organization handles
D) Build the capability to use as many improvement methods as possible

5. What is an incident?

A) A service interruption resolved by the use of self-help tools
B) A result enabled by one or more outputs
C) A possible future event that could cause harm
D) The planned removal of an item that might affect a service

Solutions: