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EXIN ITIL Foundation (V4) Sample Questions:

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

A) products
B) Resources
C) Requirements
D) Suppliers

2. Which is provided by the 'engage' value chain activity?

A) Ensuring that stakeholder expectations for quality are met
B) Ensuring that service components are available when needed
C) Ensuring that services are operated to meet agreed specifications
D) Ensuring that stakeholder needs are understood by the organization

3. Which BEST describes the purpose of the 'improve' value chain activity?

A) To continually improve all products and services across all value chain activities
B) To organize a major improvement initiative into several smaller initiatives
C) To ensure a shared understanding of the vision and improvement direction for all products and services
D) To make new and improved services and features available for use

4. How should an organization prioritize incidents?

A) Assess the availability of the appropriate support team.
B) Create an order of incidents based on the dates and times when they were logged.
C) Ask the user for their preferred resolution timeframe.
D) Use an agreed classification which is based on the business impact of the incident.

5. How can a service consumer contnbute to the reduction of nsk?

A) By managing the detailed level of risk on behalf of the service provider
B) By fully understanding then own requirements for the service
C) By ensuring that the service provider's resources are correctly configured
D) By providing the service in accordance with requirements

Solutions: