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EXIN ITIL Foundation (V4) Sample Questions:

1. Which is the CORRECT approach for managing a large improvement initiative as smaller iterations?

A) Feedback should be reduced for large improvements as it is unlikely that circumstances will change
B) Each iteration should be designed before starting the initiative and implemented without feedback
C) Feedback should only be taken into account when one iteration fails to meet its objective
D) Each iteration should be continually re-evaluated based on feedback

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

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

3. A major incident has been closed, but there is a risk that it might happen again. How should this be logged and managed?

A) As a problem
B) As a change request
C) As an event
D) As a service request

4. Which is the BEST example of an emergency change?

A) A low-risk computer upgrade implemented as a service request
B) A scheduled major hardware and software implementation
C) The implementation of a planned new release of a software application
D) The implementation of a security patch to a critical software application

5. Which value chain activity ensures that ongoing service activity meets user expectations?

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

Solutions: