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The advantages surpassing others

EXIN ITIL Foundation (V4) Sample Questions:

1. What is a problem?

A) A cause or potential cause of one or more incidents
B) Any change of state that has significance for the management of a configuration item
C) An addition or modification that could have an effect on services
D) An unplanned reduction in the quality of a service

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 which service requests require approval
D) Deciding how degradations of service are resolved

3. Service transition contains detailed descriptions of which processes?

A) Service level management, service portfolio management, service asset and configuration management
B) Service asset and configuration management, release and deployment management, request fulfillment
C) Change management, capacity management, event management, service request management
D) Change management, service asset and configuration management, release and deployment management

4. Which statement about service offerings is CORRECT?

A) Service offerings describe how providers and consumers cooperate to co-create value
B) The same product can be used as a basis for more than one service offering
C) Service offerings include the transfer of goods from the consumer to the prowler
D) Each service should be described to consumers as a single service offering

5. Which practice has a purpose that includes ensuring that risks have been properly assessed?

A) Service configuration management
B) Service level management
C) Change control
D) Problem management

Solutions: