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EXIN ITIL 4 Foundation Sample Questions:

1. What should a release policy include?

A) The naming convention and expected frequency of each type of release
B) The roles and responsibilities for incident and problem resolution
C) The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)
D) The process owner and process manager for each type of release

2. Which ITIL practice has a purpose that includes reducing the likelihood of incidents?

A) Service desk
B) Change control
C) Continual improvement
D) Problem management

3. What is defined as any component that needs to be managed in order to deliver an IT service?

A) An incident
B) A service request
C) A configuration item (CI)
D) An IT asset

4. Which service level metrics are BEST for measuring user experience?

A) Metrics for the percentage of uptime of a service
B) Single system-based metrics
C) Operational metrics
D) Metrics linked to defined outcomes

5. Which statement about IT service management is CORRECT?

A) It is performed by IT service providers using a mix of people, process and technology
B) It is performed by customers using a mix of IT systems, services and processes
C) It is performed by the service desk using a mix of people, process and technology
D) It is performed by IT service providers using a mix of suppliers and their products

Solutions: