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EXIN ITIL Foundation (V4) Sample Questions:

1. What can a service remove from the consumer and impose on the consumer?

A) Asset
B) Utility
C) Outcome
D) Cost

2. Which of the following is the MOST important 'or effective incident management?

A) Collaboration tools and techniques
B) Balanced scorecard review
C) A variety of access channels
D) Automated pipelines

3. Which activity captures the demand for incident resolution and service requests?

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

4. What can be used to determine if a service is 'fit for purpose'?

A) Utility
B) Outcome
C) Availability
D) Warranty

5. Which is described by the 'organizations and people' dimension of service management?

A) Contracts and agreements
B) Workflows and controls
C) Inputs and outputs
D) Communication and collaboration

Solutions: