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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice has a purpose that includes the handling of pre-defined, user-initiated demands for service?

A) Service request management
B) Deployment management
C) Change enablement
D) Service configuration management

2. Identify the missing word(s) in the following sentence.
The purpose of the problem management practice is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing [?] and known errors.

A) workarounds
B) configuration items
C) events
D) changes

3. Which of the following ensures that a service provider and a service consumer continually co- create value?

A) Service level management
B) Service relationship management
C) Service offerings
D) Service consumption

4. Which is part of the 'focus on value' guiding principle?

A) Understanding what services help the service consumer
B) Identifying activities that can be achieved in smaller iterations
C) Reducing the number of steps in the customer experience
D) Assessing services to identify parts that can be reused

5. Which is a description of service provision?

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

Solutions: