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EXIN ITIL Foundation (V4) Sample Questions:

1. Which statement about change management is CORRECT?

A) It ensures that all changes are authorized by the change advisory board (CAB)
B) It ensures that service requests follow the normal change management process
C) It optimizes financial exposure
D) It optimizes overall business risk

2. Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers.
Which guiding principle recommends that the unnecessary work should be eliminated?

A) Keep it simple and practical
B) Think and work holistically
C) Star: where you are
D) Progress iteratively with feedback

3. Which describes normal changes?

A) Changes that are typically initiated as service requests
B) Changes that must be implemented as soon as possible
C) Changes that are low-risk and pre-authorized
D) Changes that need to be scheduled and assessed following a process

4. Which describe a 'change authority'?

A) A person who approves a change
B) A way to manage the people aspects of change
C) A tool used to help plan changes
D) a model used to determine who will assess a change

5. Which is a key requirement for successful service level agreements (SLAs)?

A) They should avoid ambiguous targets such as those relating to user experience
B) They should be written using language and terms which all parties will understand
C) They should be carried forward, unchanged, 'rom one year to the next to enable uunsisleni service
D) They should be based on system-based metrics which are useful to the service provider

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