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EXIN ITIL Foundation (V4) Sample Questions:

1. Which should be handled by 'service request management'?

A) A request to provide a laptop
B) A request to change a target in a service level agreement
C) A request to resolve an error in a service
D) A request to implement a security patch

2. Identify the missing word in the following sentences.
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

A) outcomes
B) warranty
C) utility
D) outputs

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

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

4. Which term is used to describe removing something that could have an effect on a service?

A) An IT asset
B) A change
C) An incident
D) A problem

5. What is warranty?

A) The amount of money spent on a specific activity or resource
B) The perceived benefits, usefulness and importance of something
C) The functionality offered by a product or service to meet a particular need
D) Assurance that a product or service will meet agreed requirements

Solutions: