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EXIN ITIL Foundation (V4) Sample Questions:

1. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

A) Continual improvement
B) Service request management
C) Incident management
D) Problem management

2. Which guiding principle says that services and processes should NOT provide a solution for every exception?

A) Think and work holistically
B) Keep it simple and practical
C) Collaborate and promote visibility
D) Optimize and automate

3. How can a service consumer contnbute to the reduction of nsk?

A) By managing the detailed level of risk on behalf of the service provider
B) By providing the service in accordance with requirements
C) By fully understanding then own requirements for the service
D) By ensuring that the service provider's resources are correctly configured

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

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

5. Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control

A) 1 and 2
B) 3 and 4
C) 2 and 3
D) 1 and 4

Solutions: