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EXIN ITIL 4 Foundation Sample Questions:

1. Which describes a set of defined steps for implementing improvements?

A) The 'improve' value chain activity
B) The 'continual improvement register'
C) The 'engage' value chain activity
D) The 'continual improvement model'

2. Which statement about outcomes is CORRECT?

A) Outcomes are one or more services that fulfill the needs of a service consumer
B) Outcomes help service consumers achieve outputs
C) Helping service consumers achieve outcomes reduces service provider costs
D) Service providers help service consumers achieve outcomes

3. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

A) Prioritization
B) Categorization
C) Escalation
D) Detection

4. What are the three phases of 'problem management'?

A) Problem logging, problem classification, problem resolution
B) Problem identification, problem control, error control
C) Incident management, problem management, change control
D) Problem analysis, error identification, incident resolution

5. Which describes normal changes?

A) Changes that are low-risk and pre-authorized
B) Changes that must be implemented as soon as possible
C) Changes that are typically initiated as service requests
D) Changes that need to be scheduled and assessed following a process

Solutions: