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EXIN ITIL Foundation (V4) Sample Questions:

1. What is included in the purpose of the 'release management' practice?

A) Authorizing changes to proceed
B) Moving new software to live environments
C) Making new features available for use
D) Ensuring information about services is available

2. Which of the following includes configuring components and activities to facilitate outcomes for stakeholders?

A) Service consumption
B) Service relationship management
C) The service value system
D) The release management' practice

3. Which statement about IT service management is CORRECT?
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A) It is performed by IT service providers using a mix of people, process and technology
B) It is performed by customers using a mix of IT systems, services and processes
C) It is performed by the service desk using a mix of people, process and technology
D) It is performed by IT service providers using a mix of suppliers and their products

4. Which statement about 'continual improvement' is CORRECT?

A) Everyone in the organization is responsible for some aspects of 'continual improvement'
B) All improvement ideas should be logged in a single 'continual improvement register'
C) A single team should carry out 'continual improvement' across the organization
D) 'Continual improvement' should have minimal interaction with other practices

5. Which practice provides support for managing feedback, compliments and complaints from users?

A) Change control
B) Service request management
C) Incident management
D) Problem management

Solutions: