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EXIN ITIL 4 Foundation Sample Questions:

1. Which statement about the use of measurement in the 'start where you are' guiding principle is CORRECT?

A) Measured data is always more accurate than direct observation
B) It should always be used to support direct observation
C) The act of measuring always positively impacts results
D) It should always be used instead of direct observation

2. Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

A) Service level management
B) Service configuration management
C) Continual improvement
D) Relationship management

3. Which statement about the 'incident management' practice is CORRECT?

A) It identifies the cause of major incidents
B) It maintains detailed procedures for diagnosing incidents
C) It resolves the highest impact incidents first
D) It authorizes changes to resolve incidents

4. Which dimension considers the application of artificial intelligence to service management?

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

5. Which is the FIRST action when optimizing a service?

A) Agree the future state
B) Implement the improvements
C) Assess the current state
D) Understand the organizational context

Solutions: