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EXIN ITIL Foundation (V4) Sample Questions:

1. Which is the addition, modification or removal of anything that could have an effect on services?

A) An event
B) An incident
C) A problem
D) A change

2. Which statement about the 'four Ps' of service design is CORRECT?

A) People refers to technology and tools
B) Partners refers to suppliers and vendors
C) Products refers to producers and metrics
D) Processes refers to skill and training

3. Which is the BEST type of resource for investigating complex incidents?

A) Knowledgeable support staff
B) Detailed work instructions
C) Self-help systems
D) Disaster recovery plans

4. Which guiding principle helps to ensure that each improvement effort has more focus and is easier to maintain?

A) Start where you are
B) Progress iteratively with feedback
C) Collaborate and promote visibility
D) Think and work holistically

5. In which step of the 'continual improvement model' is an improvement plan implemented?

A) Did we get there?
B) Take action
C) What is the vision?
D) How do we get there?

Solutions: