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EXIN ITIL 4 Foundation Sample Questions:

1. How should the workflow for a new service request be designed?

A) Avoid workflows for simple service requests
B) Use different workflows for each type of service request
C) Leverage existing workflows whenever possible
D) Use a single workflow for all types of service request

2. Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule

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

3. Which process is used to compare the value that new services offer with the value of the services they have replaced?

A) Availability management
B) Capacity management
C) Service portfolio management
D) Service catalogue management

4. Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

A) Relationship management
B) Service configuration management
C) Service level management
D) Continual improvement

5. What are the three phases of 'problem management'?

A) Problem identification, problem control, error control
B) Problem logging, problem classification, problem resolution
C) Incident management, problem management, change control
D) Problem analysis, error identification, incident resolution

Solutions: