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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice needs the right culture to be embedded across the entire organization?

A) Continual improvement
B) Service level management
C) Service request management
D) Change enablement

2. Which statement about 'continual improvement' is CORRECT?

A) Everyone in the organization is responsible for some aspects of 'continual improvement'
B) All improvement ideas should be logged in a single 'continual improvement register'
C) 'Continual improvement' should have minimal interaction with other practices
D) A single team should carry out 'continual improvement' across the organization

3. Which describes a 'change authority'?

A) A person who approves a change
B) A tool used to help plan changes
C) A way to manage the people aspects of change
D) A model used to determine who will assess a change

4. A user wants to know how to create a report, so they come into contact with the service desk.
Which practice is MOST LIKELY to help with the solution of this issue?

A) Service level management
B) Service request management
C) Incident management
D) Change enablement

5. Why should some service requests be fulfilled with no additional approvals?

A) To set user expectations for fulfilment times
B) To ensure that spending is properly accounted for
C) To ensure that information security requirements are met
D) To streamline the fulfilment workflow

Solutions: