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EXIN ITIL 4 Foundation Sample Questions:

1. Which TWO are inputs to the service value system?
1. Demand
2. Products
3. Value
4. Opportunity

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

2. Identify the missing words in the following sentence.
When an organization has decided to improve a service, it should start by considering [?].

A) additional measurements
B) revised processes
C) existing information
D) new methods

3. Which is handled as a service request?

A) An emergency change to implement a security patch
B) A compliment about an IT support team
C) An investigation to identify the cause of an incident
D) The failure of an IT service

4. Which directly assists with the diagnosis and resolution of simple incidents?

A) Scripts for collecting user information
B) Creation of a temporary team
C) Fulfilment of service requests
D) Use of shift working patterns

5. Which is CORRECT about change authorization?

A) A change authority is assigned each time a standard change is requested
B) The change authority will ensure changes are authorized after they are deployed
C) Emergency changes are authorized by the technician making the change
D) Assignment of the change authority is based on the change type and model

Solutions: