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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

A) Incident management
B) Continual improvement
C) Service request management
D) Problem management

2. What is typically needed to assign complex incidents to support groups?

A) The incident category
B) The incident priority
C) A self-help tool
D) A change schedule

3. Which statement about outcomes is CORRECT?

A) Outcomes are one or more services that fulfill the needs of a service consumer
B) Helping service consumers achieve outcomes reduces service provider costs
C) Outcomes help service consumers achieve outputs
D) Service providers help service consumers achieve outcomes

4. What can be used to help determine the impact level of a problem?

A) Definitive media library (DML)
B) Standard operating procedures (SOP)
C) Statement of requirements (SOR)
D) Configuration management system (CMS)

5. Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule

A) 3 and 4
B) 2 and 4
C) 1 and 3
D) 1 and 2

Solutions: