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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 a service value stream is CORRECT?

A) it uses inputs and outputs prescribed by ITIL
B) It is a service value chain activity
C) It provides an operating model for service providers
D) It integrates practices for a specific scenario

3. What is warranty?

A) The amount of money spent on a specific activity or resource
B) The perceived benefits, usefulness and importance of something
C) The functionality offered by a product or service to meet a particular need
D) Assurance that a product or service will meet agreed requirements

4. Which statement about managing incidents is CORRECT?

A) Low impact incidents should be resolved efficiently, making logging unnecessary
B) Incidents with the lowest impact should be resolved first
C) The 'incident management' practice should use a single process regardless of the impact of the incident
D) Low impact incidents should be resolved efficiently so the resource required is reduced

5. Which statement about emergency changes is CORRECT?

A) Emergency changes are not usually recorded in the change schedule
B) It is necessary to complete all documentation before an emergency charge is implemented
C) Emergency changes are low risk and well understood
D) Authorization of emergency changes may be deferred until after implementation

Solutions: