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EXIN ITIL Foundation (V4) Sample Questions:

1. What type of change is often used for resolving incidents or implementing security patches?

A) Emergency change
B) Normal change
C) Change model
D) Standard change

2. Which guiding principle recommends eliminating activities that do not contribute to the creation of value?

A) Optimize and automate
B) Keep it simple and practical
C) Start where you are
D) Collaborate and promote visibility

3. Identify the missing word in the following sentence.
A known error is a problem that has been [?] and has not been resolved.

A) logged
B) escalated
C) analysed
D) closed

4. Which is the FIRST thing to consider when focusing on value?

A) Defining customer experience and user experience
B) Identifying the service customer who will receive value
C) Understanding what is valuable to the service consumer
D) Ensuring value is co-created by improvement initiatives.

5. Which practice identifies metrics that reflect the customer's experience of a service?

A) Problem management
B) Service desk
C) Continual improvement
D) Service level management

Solutions: