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EXIN ITIL Foundation (V4) Sample Questions:

1. Which is a use of the change schedule?

A) Creating change models
B) Assigning resources to changes
C) Automating the change process
D) Deciding the approval authority for changes

2. Which is one of the MAIN concerns of the 'design and transition' value chain activity?

A) Understanding the organization's vision
B) Ensuring service components are available
C) Meeting stakeholder expectations
D) Understanding stakeholder needs

3. What are typically recognized through notifications created by an IT service, CI or monitoring tool?

A) Requests
B) Events
C) Problems
D) Incidents

4. Which practice identifies metrics that reflect the customer's experience of a service?

A) Service level management
B) Problem management
C) Service desk
D) Continual improvement

5. Which statement about service requests is CORRECT?

A) Service requests require workflows that should use manual procedures and avoid automation
B) Complex service requests should be dealt with as normal changes
C) Service requests that require simple workflows should be dealt with as incidents
D) Service requests are usually formalized using standard procedures for initiation, approval and fulfilment

Solutions: