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

2. Which service request management decisions require that policies are established'?

A) Deciding how to handle service requests where the steps are unknown
B) Deciding when workarounds should be used
C) Deciding how degradations of service are resolved
D) Deciding which service requests require approval

3. Which practice has a purpose that includes restoring normal service operation as quickly as possible?

A) Incident management
B) Deployment management
C) Problem management
D) Supplier management

4. What are the types of asset management?

A) IT asset management and technical management
B) Operational and technical management
C) IT asset management and software asset management
D) Operational management and IT asset management

5. Which statement about known errors and problems is CORRECT?

A) Known error is the status assigned to a problem after it has been analysed
B) A known error is the cause of one or more problems
C) Known errors cause vulnerabilities, problems cause incidents
D) Known errors are managed by technical staff, problems are managed by service management staff

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