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EXIN ITIL 4 Foundation Sample Questions:

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

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

2. Which is a description of service provision?

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

3. What is the definition of a known error?

A) A cause, or potential cause, of one or more incident
B) A problem that has been analyzed and has not been resolved
C) Any change of state that has significance for the management of a service or other configuration item (CI)
D) An unplanned interruption to a service, or reduction in the quality of a service

4. What is CORRECT about service request management?

A) Complex service request procedures should be avoided
B) Service requests can be used to restore service
C) Compliments can be handled as service requests
D) A new procedure is required for each new service request

5. Which is considered by the 'partners and suppliers' dimension?

A) Using formal roles and responsibilities
B) Defining controls and procedures
C) Using artificial intelligence
D) Working with an integrator to manage relationships

Solutions: