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EXIN ITIL 4 Foundation Sample Questions:

1. When working on an improvement iteration, which concept helps to ensure that the iteration activities remain appropriate in changing circumstances?

A) Minimum viable product
B) Feedback loop
C) Direct observation
D) Analysis paralysis

2. Which is a description of service provision?

A) Cooperation between two organizations to ensure that a service delivers value
B) A formal description of one or more services, designed to address the needs of a service consumer
C) A way to help create value by facilitating outcomes that service consumers need
D) Activities that an organization performs to deliver services

3. Which is the MOST important stakeholder group that a service provider needs to collaborate with?

A) Customers
B) Relationship managers
C) Suppliers
D) Developers

4. What is the CORRECT order for the three phases of problem management?

A) Error control, problem control, problem identification
B) Problem identification, problem control, error control
C) Problem identification, error control, problem control
D) Problem control, error control, problem identification

5. Which is a purpose of the 'service level management' practice?

A) To establish and nurture the links between the organization and its stakeholders
B) To support the agreed quality of a service by handling all agreed, user-initiated service requests
C) To set clear business-based targets for service levels
D) To ensure that the organization's suppliers and their performance are managed appropriately

Solutions: