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EXIN ITIL 4 Foundation Sample Questions:

1. Which of these activities is carried out as part of 'problem management'?

A) Escalating incidents to a support team for resolution
B) Diagnosing and resolving incidents
C) Creating incident records
D) Trend analysis of incident records

2. How is a 'continual improvement register' used?

A) To provide a structured approach to implementing improvements
B) To record requests for provision of a resource or service
C) To organize past, present, and future improvement ideas
D) To authorize changes to implement improvement initiatives

3. Which practice minimizes the impact on normal service operation by managing resources in response to unplanned reductions in service quality?

A) Service level management
B) Change enablement
C) Incident management
D) Continual improvement

4. Which is a financially valuable component that can contribute to the delivery of a service?

A) Configuration item
B) Sponsor
C) Service offering
D) IT asset

5. Which value chain activity ensures that service components meet agreed specifications?

A) Plan
B) Design and transition
C) Obtain/build
D) Deliver and support

Solutions: