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EXIN ITIL Foundation (V4) Sample Questions:

1. What does 'change enablement' PRIMARILY focus on?

A) Changes to organizational structure
B) Changes to products and services
C) Changes to service levels
D) Changes to skills and competencies

2. A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

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

3. What type of change is MOST likely to be managed by the 'service request management' practice?

A) A standard change
B) A normal change
C) An application change
D) An emergency change

4. How should the workflow for a new service request be designed?

A) Use different workflows for each type of service request
B) Avoid workflows for simple service requests
C) Use a single workflow for all types of service request
D) Leverage existing workflows whenever possible

5. Which BEST describes the purpose of the 'improve' value chain activity?

A) To make new and improved services and features available for use
B) To continually improve all products and services across all value chain activities
C) To organize a major improvement initiative into several smaller initiatives
D) To ensure a shared understanding of the vision and improvement direction for all products and services

Solutions: