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EXIN ITIL 4 Foundation Sample Questions:

1. Which describes the 'plan' value chain activity?

A) It ensures continual improvement of products, services, and practices across all value chain activities
B) It ensures a shared understanding of the current status and vision for all products and services across the organization
C) It ensures that services are delivered and supported according to agreed specifications and stakeholders' expectations
D) It ensures that service components are available when and where they are needed, and meet agreed specifications

2. What is the MOST LIKELY reason that incident management would need a temporary team to work together?

A) So users can resolve their own incidents with self-help
B) To escalate an incident to a supplier or partner
C) To resolve a complex or major incident
D) So customers and users are provided with timely updates

3. Identify the missing word(s) in the following sentence:
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and
[?].

A) known errors
B) changes
C) IT assets
D) events

4. What is a configuration item?

A) A problem that has been analyzed but has not been resolved
B) Any financially valuable component that can contribute to the delivery of an IT product or service
C) Any component that needs to be managed in order to deliver an IT service
D) Any change of state that has significance for the management of a service

5. Which is a use of the change schedule?

A) Creating change models
B) Deciding the approval authority for changes
C) Assigning resources to changes
D) Automating the change process

Solutions: