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EXIN ITIL Foundation (V4) Sample Questions:

1. Which is a use of a change schedule?

A) Providing information about deployed changes to help manage incidents and problems
B) Speeding up the planning and authorization of emergency changes
C) Tracking and managing improvement ideas from identification through to final action
D) Providing a means of initiating and assessing normal changes

2. Which is included in the purpose of the 'service level management' practice?

A) To set clear business-based targets for service levels
B) To maximize the number of successful service and product changes
C) To ensure that suppliers and their performance are managed appropriately
D) To ensure accurate information about the configuration of services is available

3. Which is CORRECT about change authorization?

A) Assignment of the change authority is based on the charge type and model
B) A change authority is assigned each time a standard change is requested
C) The chance authority will ensure changes are authorized after they are deployed
D) Emergency changes are authorized by the technician making the change

4. Which practice needs people who understand complex systems and have creative and analytical skills?

A) Change enablement
B) Problem management
C) Service level management
D) Service request management

5. Which is described by the 'organizations and people' dimension of service management?

A) Communication and collaboration
B) Contracts and agreement
C) Inputs and outputs
D) Workflows and controls

Solutions: