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EXIN ITIL Foundation (V4) Sample Questions:

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

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

2. Which TWO BEST describe the guiding principles?
* Short term
* Standards
* Recommendations
* Long-term

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

3. What should all 'continual improvement' decisions be based on?

A) An up-to-date balanced scorecard
B) Accurate and carefully analysed data
C) A recent maturity assessment
D) Details of how services are measured

4. Which statement about service requests is CORRECT?

A) Complex service requests should be dealt with as normal changes
B) Service requests are usually formalized using standard procedures for initiation, approval and fulfilment
C) Service requests that require simple workflows should be dealt with as incidents
D) Service requests require workflows that should use manual procedures and avoid automation

5. Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

A) Only add controls and metrics when they are needed
B) Design controls and metrics and add them individually until all are implemented
C) Design controls and metrics first, then remove those not adding value
D) Only add controls and metrics that are required for compliance

Solutions: