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EXIN ITIL Foundation (V4) Sample Questions:

1. Which is the BEST type of resource for investigating complex incidents?

A) Self-help systems
B) Knowledgeable support staff
C) Disaster recovery plans
D) Detailed work instructions

2. 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) Resources
B) Requirements
C) products
D) Suppliers

3. How is a continual improvement register used?

A) To authorize changes to implement improvement initiatives
B) To provide a structured approach to implementing improvements
C) To record requests for provision of a resource or service
D) To organize past, present, and future improvement ideas

4. What is the definition of "service management"?

A) Join activities performed by a service provider and a service consumer to ensure continual value co- creation
B) A formal description of one or more services, designed to address the needs of a target consumer group
C) A set of specialized organizational capabilities for enabling value for customers in the form of services.
D) A result for a stakeholder enabled by one or more outputs

5. Which are elements of the service value system?

A) Outcomes, utility, warranty
B) Service provision, service consumption, service relationship management
C) Governance, service value chain, practices
D) Customer value, stakeholder value, organization

Solutions: