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EXIN ITIL Foundation (V4) Sample Questions:

1. Which service request management decisions require that policies are established'?

A) Deciding how to handle service requests where the steps are unknown
B) Deciding how degradations of service are resolved
C) Deciding when workarounds should be used
D) Deciding which service requests require approval

2. Which action is performed by a service provider?

A) Ensuring access to agreed resources
B) Receiving of the agreed goods
C) Authorizing budget for service consumption
D) Requesting required service actions

3. Which guiding principle considers the importance of customer loyalty?

A) Focus on value
B) Start where you are
C) Progress iteratively with feedback
D) Optimize and automate

4. Which phase of problem management includes analysing incidents to look for patterns and trends?

A) Post-implementation review
B) Error control
C) Problem identification
D) Problem control

5. Which dimension includes activities and workflows?

A) Information and technology
B) Value streams and processes
C) Organizations and people
D) Partners and suppliers

Solutions: