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EXIN ITIL Foundation (V4) Sample Questions:

1. Which activity is NOT recommended by the start where you are' guiding principle?

A) Applying risk management when considering to introduce new processes
B) Using source data to avoid any unintentional data distortion found in reports
C) Involving people who are not familiar with a service when observing and assessing its activities
D) Discarding existing processes before assessing their usefulness

2. What is the expected outcome from using a service value chain?

A) Value realization
B) Customer engagement
C) Service value streams
D) The application of practices

3. What is the starting point for optimization?

A) Securing stakeholder engagement
B) Standardizing practices and services
C) Understanding the vision and objectives of the organization
D) Determining where the most positive impact would be

4. Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

A) services
B) elements
C) values
D) assets

5. Which describes normal changes?

A) Changes that must be implemented as soon as possible
B) Changes that need to be scheduled and assessed following a process
C) Changes that are typically initiated as service requests
D) Changes that are low-risk and pre-authorized

Solutions: