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EXIN ITIL 4 Foundation Sample Questions:

1. Which of the following is included in the purpose of the 'continual improvement' practice?

A) The establishment of links between the organization and its stakeholders at strategic and tactical levels
B) The restoration of normal service operation as quickly as possible
C) The alignment of the organization's practices and services with changing business needs
D) The reduction of the likelihood and impact of incidents

2. What can a service remove from the consumer and impose on the consumer?

A) Outcome
B) Utility
C) Asset
D) Cost

3. What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?

A) Problem analyst
B) Change authority
C) Service desk agent
D) Service level manager

4. What can help to reduce resistance to a planned improvement when applying the guiding principle 'collaborate and promote visibility'?

A) Engaging every stakeholder group in the same way, with the same communication
B) Involving customers after all planning has been completed
C) Increasing collaboration and visibility for the improvement
D) Restricting information about the improvement to essential stakeholders only

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

A) To ensure that suppliers and their performance are managed appropriately
B) To set clear business-based targets for service levels
C) To maximize the number of successful service and product changes
D) To ensure accurate information about the configuration of services is available

Solutions: