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EXIN ITIL 4 Foundation Sample Questions:

1. Which is a service request?

A) Requesting a workaround for an issue
B) Requesting information about how to create a document
C) Requesting investigation of a degraded service
D) Requesting an enhancement to an application

2. Which describes a set of defined steps for implementing improvements?

A) The 'improve' value chain activity
B) The 'continual improvement model'
C) The 'engage' value chain activity
D) The 'continual improvement register'

3. When planning 'continual improvement', which approach for assessing the current state of a service is CORRECT?

A) An organization should always use an approach that combines Lean, Agile and DevOps methodologies
B) An organization should always use a strength, weakness, opportunity and threat (SWOT) analysis
C) An organization should always use a single technique to ensure metrics are consistent
D) An organization should always develop competencies in methodologies and techniques that will meet their needs

4. What are 'engage', 'plan' and 'improve' examples of?

A) Service value chain activities
B) Service level management
C) Service value chain inputs
D) Change control

5. Identify the missing word in the following sentence.
The use of [?] should support, not replace what is observed, when using the 'start where you are' guiding principle.

A) plans
B) process
C) tools
D) measurement

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