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EXIN ITIL 4 Foundation Sample Questions:

1. 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) new methods
D) existing information

2. What is typically needed to assign complex incidents to support groups?

A) The incident priority
B) A self-help tool
C) The incident category
D) A change schedule

3. Which is recommended as part of the 'progress iteratively with feedback' guiding principle?

A) Reduce the number of steps that produce tangible results
B) Analyze the whole situation in detail before taking any action
C) Organize work into small manageable units
D) Prohibit changes to plans after they have been finalized

4. What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?

A) Service desk agent
B) Problem analyst
C) Service level manager
D) Change authority

5. Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?

A) Incident management
B) Service request management
C) Monitoring and event management
D) Change enablement

Solutions: