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EXIN ITIL 4 Foundation Sample Questions:

1. Identify the missing word in the following sentence.
A service is a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific [?] and risks.

A) warranty
B) information
C) utility
D) costs

2. Which practice coordinates the classification, ownership and communication of service requests and incidents?

A) Supplier management
B) Service desk
C) Relationship management
D) Problem management

3. Which is an objective of the design coordination process?

A) To document the initial structure and relationship between services and customers
B) To produce service design packages and ensure they are handed over to service transition
C) To assess and evaluate all changes and their impact on service designs
D) To gather and document new service level requirements from the customer

4. Which statement about outcomes is CORRECT?

A) Outcomes help service consumers achieve outputs
B) Helping service consumers achieve outcomes reduces service provider costs
C) Outcomes are one or more services that fulfill the needs of a service consumer
D) Service providers help service consumers achieve outcomes

5. What should a release policy include?

A) The naming convention and expected frequency of each type of release
B) The roles and responsibilities for incident and problem resolution
C) The naming convention for all configuration items (CI) recorded in the configuration management system (CMS)
D) The process owner and process manager for each type of release

Solutions: