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EXIN ITIL Foundation (V4) Sample Questions:

1. Which practices is MOST associate with the use of empathy to understand users?

A) Continual improvement
B) Service level management
C) Service desk
D) Change enablement

2. What is the purpose of the 'problem management' practice?

A) To protect the information needed by the organization to conduct its business
B) To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
C) To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
D) To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

3. Which practice makes use of methods from Lean. Agile and DevOps?

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

4. What is defined as a change of state that has significance for the management of an IT service?

A) Problem
B) Known error
C) Event
D) Incident

5. Which practice owns and manages issues, queries and requests from users?

A) Change control
B) Incident management
C) Service desk
D) Problem management

Solutions: