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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

A) Incident management
B) Problem management
C) Continual improvement
D) Service request management

2. Which statement about IT service management is CORRECT?

A) It is performed by IT service providers using a mix of suppliers and their products
B) It is performed by customers using a mix of IT systems, services and processes
C) It is performed by IT service providers using a mix of people, process and technology
D) It is performed by the service desk using a mix of people, process and technology

3. What is the expected outcome from using a service value chain?

A) The application of practices
B) Customer engagement
C) Value realization
D) Service value streams

4. What is warranty?

A) The amount of money spent on a specific activity or resource
B) The functionality offered by a product or service to meet a particular need
C) Assurance that a product or service will meet agreed requirements
D) The perceived benefits, usefulness and importance of something

5. Which are the elements of process control?

A) Resources, capabilities and metrics
B) Process owner, policy and objectives
C) Work instructions, procedures and roles
D) Inputs, outputs and triggers

Solutions: