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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice ensures that a variety of access channels are available for users to report issues?

A) Service desk
B) Change enablement
C) Incident management
D) Service level management

2. What is an incident?

A) A possible future event that could cause harm
B) The planned removal of an item that might affect a service
C) A result enabled by one or more outputs
D) A service interruption resolved by the use of self-help tools

3. Which practice identifies changes of state related to infrastructure, services, and business processes?

A) Monitoring and event management
B) Change enablement
C) Information security management
D) Service configuration management

4. Which statement about problems is CORRECT?

A) Problems are not related to incidents
B) Problem prioritization involves risk assessment
C) Problems must be resolved quickly in order to restore normal business activity
D) Problem analysis should focus on one of the four dimensions to achieve a fast diagnosis

5. Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

A) Monitoring and event management
B) IT asset management
C) Incident management
D) Service level management

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