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EXIN ITIL 4 Foundation Sample Questions:

1. Which helps to streamline the fulfilment of service requests?

A) Eliminating service requests which have complex workflows
B) Separating requests relating to service failures from the degradation of services
C) Understanding which service requests can be accomplished with limited approvals
D) Creating new workflows for every service request

2. Which of the following practices suggests that organizations should develop competencies in methodologies and techniques, like SWOT (strength, weakness, opportunity and threat) analysis and balanced scorecard review, in order to meet their needs?

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

3. Which statement about the 'continual improvement' practice is CORRECT?

A) Training should be provided to those involved in continual improvement
B) It is the role of senior management to authorize improvement initiatives
C) Continual improvement participation should be limited to a small dedicated team
D) A single continual improvement register should be maintained by senior management

4. Which will help solve incidents more quickly?

A) Detailed procedural steps for incident investigation
B) Collaboration between teams
C) Escalating all incidents to support teams
D) Target resolution times

5. When applying the 'collaborate and promote visibility' principle to an organization's initiative, which is NOT a necessary action?

A) Considering different methods of communication for the different audiences
B) Ensuring everyone involved in the initiative is in agreement about it before starting
C) Communicating information about the initiative to other parts of the organization
D) Basing decisions about the initiative on visible data

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