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EXIN ITIL 4 Foundation Sample Questions:

1. Which is a service request?

A) Requesting information about how to create a document
B) Requesting investigation of a degraded service
C) Requesting an enhancement to an application
D) Requesting a workaround for an issue

2. Which is one of the five aspects of service design?

A) Risk analysis and management approach
B) Management policy for business case creation
C) Management information systems and tools
D) Corporate governance and policy

3. Which is a key requirement for a successful service level agreement?

A) It should relate to simple operational metrics
B) It should be based on the service provider's view of the service
C) It should be written in legal language
D) It should be simply written and easy to understand

4. Which describes a set of defined steps for implementing improvements?

A) The 'engage' value chain activity
B) The 'continual improvement register'
C) The 'improve' value chain activity
D) The 'continual improvement model'

5. Which statement about outcomes is CORRECT?

A) Outcomes are how the service performs
B) An output can be enabled by one or more outcomes
C) An outcome can be enabled by more than one output
D) An outcome is a tangible or intangible activity

Solutions: