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EXIN ITIL Foundation (V4) Sample Questions:

1. Which practice recommends using tools for collaboration and the automated matching of symptoms?

A) Incident management
B) Service level management
C) Problem management
D) Service request management

2. In which step of the 'continual improvement model' is an improvement plan implemented?

A) How do we get there?
B) What is the vision?
C) Did we get there?
D) Take action

3. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

A) Prioritization
B) Categorization
C) Escalation
D) Detection

4. Which is the addition, modification or removal of anything that could have an effect on services?

A) A problem
B) An incident
C) A change
D) An event

5. What is a cause, or potential cause, of one or more incidents?

A) A problem
B) A workaround
C) An incident
D) A configuration item

Solutions: