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EXIN ITIL 4 Foundation Sample Questions:

1. Which is the addition, modification or removal of anything that could have an effect on services?

A) A service request
B) A problem
C) A change
D) An event

2. Which dimension considers data security and privacy?

A) Value streams and processes
B) Organizations and people
C) Partners and suppliers
D) Information and technology

3. A user wants to know how to create a report, so they come into contact with the service desk.
Which practice is MOST LIKELY to help with the solution of this issue?

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

4. What can be described as an operating model for the creation and management of products and services?

A) Governance
B) Service value chain
C) Practices
D) Guiding principles

5. What is the MOST important reason for prioritizing incidents?

A) To help information-sharing and learning
B) To provide links to related changes and known errors
C) To ensure that incidents with highest impact are resolved first
D) To ensure that user expectations are realistic

Solutions: