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EXIN ITIL Foundation (V4) Sample Questions:

1. Which is a purpose of release management?

A) To make new and changed services available for use
B) To handle user-initiated service requests
C) To move hardware and software to live environments
D) To protect the organization's information

2. An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

A) Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
B) SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
C) The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
D) A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.

3. Which helps to streamline the fulfilment of service requests?

A) Eliminating service requests which have complex workflows
B) Understanding which service requests can be accomplished with limited approvals
C) Creating new workflows for every service request
D) Separating requests relating to service failures from the degradation of services

4. Which two statements about the guiding principles are CORRECT?
1.The guiding principles support continual improvement
2.Each guiding principle applies to a selection of the available stakeholder groups
3.Organizations should decide which one of the guiding principles is relevant to them
4.Organizations should consider how the guiding principles interact with each other

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

5. Which statement about change authorization is CORRECT?

A) The authorization of normal changes should be expedited to ensure they can be implemented quickly
B) Centralizing change authorization to a single person is the most effective means of authorization
C) A change authority should be assigned to each type of change and change model
D) Standard changes are high risk and should be authorized by the highest level of change authority

Solutions: