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EXIN ITIL Foundation (V4) Sample Questions:

1. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

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

2. Which are the elements of process control?

A) Inputs, outputs and triggers
B) Work instructions, procedures and roles
C) Resources, capabilities and metrics
D) Process owner, policy and objectives

3. What is defined as an unplanned interruption or reduction in the quality of a service?

A) An incident
B) A change
C) An event
D) A problem

4. A customer is a person who defines the requirements for a service and takes responsibility for the [?] of service consumption.

A) costs
B) risks
C) outputs
D) outcomes

5. What is the definition of warranty?

A) A means of determining whether a service is fit for use
B) A means of determining whether a service is fit for purpose
C) A means of identifying events that could cause harm or loss
D) A means of identifying a result for a stakeholder

Solutions: