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EXIN ITIL Foundation (V4) Sample Questions:

1. Which practice MOST requires staff who demonstrate skills such as empathy and emotional intelligence?

A) Problem management
B) Service request management
C) Service desk
D) Continual management

2. Which guiding principle helps to ensure that better information is available for decision making?

A) Keep it simple and practical
B) Optimize and automate
C) Collaborate and promote visibility
D) Think and work holistically

3. Identify the Missing word(s) in the following sentence
A(n) [?] cause, or potential cause, of one or more incidents?

A) Change
B) Known error
C) Event
D) Problem

4. Which is an activity of the 'incident management" practice?

A) Providing good-quality updates when expected
B) Performing service reviews with customers
C) Automating service requests to the greatest degree possible
D) Assessing and prioritizing improvement opportunities

5. Which of the following is the MOST important for effective incident management?

A) Automated pipelines
B) Balanced scorecard review
C) Collaboration tools and techniques
D) A variety of access channels

Solutions: