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EXIN ITIL Foundation (V4) Sample Questions:

1. Which step of the 'continual improvement model' defines measurable targets?

A) What is the vision?
B) Where do we want to be?
C) Where are we now?
D) how we get there?

2. Which TWO of the following are considerations of change enablement?
1. Managing the people aspects of change
2. Ensuring that organizational transformations are successful
3. Maximizing the number of successful service changes
4. Ensuring that changes are properly assessed

A) 1 and 4
B) 2 and 3
C) 3 and 4
D) 1 and2

3. Identify the missing work in the following sentence.
An organization which is undertaking an improvement initiative should [?] the existing methods and services when building for the future.

A) Improve
B) Discard
C) Re-use
D) Consider

4. For which purpose would the continual improvement practice use a SWOT analysis?

A) Tracking and managing ideas
B) Defining the future desired state
C) Ensuring everyone actively participates
D) Understanding the current state

5. Which practice coordinates the classification, ownership and communication of service requests and incidents?

A) Supplier management
B) Problem management
C) Service desk
D) Relationship management

Solutions: