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EXIN ITIL 4 Foundation Sample Questions:

1. Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing [?] and known errors.

A) changes
B) events
C) configuration items
D) workarounds

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

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

3. What type of charge is often used for resolving incidents or implementing security patches?

A) Normal change
B) Emergency change
C) Standard change
D) Change model

4. Which TWO statements about the guiding principles are CORRECT?
1. The guiding principles support continual improvement
2. Each guiding principle applies to a selection of the available
stakeholder groups
3. Organizations should decide which one of the guiding principles is
relevant to them
4. Organizations should consider how the guiding principles interact
with each other

A) 2 and 3
B) 1 and 2
C) 3 and 4
D) 1 and 4

5. How should a process design allow for exceptional situations?

A) Remove the option for process exceptions
B) Include all exception steps in the main process
C) Create rules to handle exceptions generally
D) Create an additional process for each exception

Solutions: