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EXIN ITIL 4 Foundation Sample Questions:

1. Which statement about the purpose of the Monitoring and event management practice is TRUE?

A) Systematically observe services and service components, and record and report selected changes of state identified as events
B) Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
C) Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
D) Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule

2. Which is the FIRST action when optimizing a service?

A) Understand the organizational context
B) Assess the current state
C) Implement the improvements
D) Agree the future state

3. Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

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

4. What is an incident?

A) A service interruption resolved by the use of self-help tools
B) The planned removal of an item that might affect a service
C) A result enabled by one or more outputs
D) A possible future event that could cause harm

5. Which is a recommendation applying the guiding principle 'keep it simple and practical'?

A) If a practice is easier to follow it is more likely to be adopted
B) Sometimes nothing from the current state can be re-used
C) Communicate in a way the audience can hear
D) Fast does not mean incomplete

Solutions: