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EXIN ITIL 4 Foundation Sample Questions:

1. Identify the missing word in the following sentence:
A customer defines the [?] for a service and takes responsibility for the outcomes of service consumption.

A) products
B) suppliers
C) resources
D) requirements

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

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

3. Which practice is MOST likely to benefit from the use of chatbots?

A) Change enablement
B) Service level management
C) Continual improvement
D) Service desk

4. Which is one of the MAIN concerns of the 'design and transition' value chain activity?

A) Understanding stakeholder needs
B) Ensuring service components are available
C) Meeting stakeholder expectations
D) Understanding the organization's vision

5. What is the purpose of the 'problem management' practice?

A) To minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B) To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors
C) To protect the information needed by the organization to conduct its business
D) To align the organization's practices and services with changing business needs through the ongoing identification and improvement of services

Solutions: