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EXIN ITIL Foundation (V4) Sample Questions:

1. Which describes outcomes?

A) Tangible or intangible deliverables
B) Functionality offered by a product or service
C) Configuration of an organization's resources
D) Results desired by a stakeholder

2. Which phase of problem management includes analysing incidents to look for patterns and trends?

A) Problem identification
B) Post-implementation review
C) Error control
D) Problem control

3. Which statement about the 'incident management' practice is CORRECT?

A) It identifies the cause of major incidents.
B) It resolves the highest impact incidents first.
C) It authorizes changes to resolve incidents.
D) It maintains detailed procedures for diagnosing incidents.

4. Which is a supplier category?

A) Commodity
B) Technical
C) Customer
D) Resource

5. 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 a single technique to ensure metrics are consistent
C) An organization should always use an approach that combines Lean, Agile and DevOps methodologies
D) An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis

Solutions: