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EXIN ITIL Foundation (V4) Sample Questions:

1. Which describes a standard change?

A) A change that must be implemented as soon as possible
B) A high-risk change that needs very thorough assessment
C) A change that is typically implemented as a service request
D) A change that needs to be scheduled, assessed and authorized following a defined process

2. What term is used to describe the functionality of a service?

A) Utility
B) Output
C) Warranty
D) Outcome

3. Which describes the 'plan' value chain activity?

A) It ensures that services are delivered and supported according to agreed specifications and stakeholders expectations
B) It ensures that service components are available when and where they are needed, and meet agreed specifications
C) It ensures continual improvement of products, services, and practices across all value chain activities
D) It ensures a shared understanding of the current status and vision for all products and services across the organization

4. Which practice recommends using tools for collaboration and the automated matching of symptoms?

A) Incident management
B) Problem management
C) Service request management
D) Service level management

5. Which is the FIRST thing to consider when focusing on value?

A) Identifying the service customer who will receive value
B) Defining customer experience and user experience
C) Understanding what is valuable to the service consumer
D) Ensuring value is co-created by improvement initiatives.

Solutions: