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EXIN ITIL Foundation (V4) Sample Questions:

1. Which process is used to compare the value that new services offer with the value of the services they have replaced?

A) Service portfolio management
B) Availability management
C) Capacity management
D) Service catalogue management

2. Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

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

3. Which are phases of the release and deployment process?
1. Release build and test
2. Review and close
3. Categorize and record
4. Change authorization and schedule

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

4. Which statement about service offerings is CORRECT?

A) The same product can be used as a basis for more than one service offering
B) Service offerings describe how providers and consumers cooperate to co-create value
C) Service offerings include the transfer of goods from the consumer to the prowler
D) Each service should be described to consumers as a single service offering

5. What should remain constant within an organization, even when the organization's objectives change?

A) Service offerings
B) Guiding principles
C) Outcomes
D) Outputs

Solutions: