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EXIN ITIL 4 Foundation Sample Questions:

1. In service relationships, what is a benefit of identifying consumer roles?

A) It removes constraints from the customer
B) It provides shared service expectations
C) It enables effective stakeholder management
D) It enables a common definition of value

2. Identify the missing word in the following sentence.
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed.

A) IT assets
B) services
C) organizations
D) outcomes

3. A good way to apply the ITIL guiding principle 'focus on value' is to:

A) Understand the whole, but do something
B) Do less tasks but in a better way with higher quality
C) Be aware of system complexity
D) Understand why services are used by service consumers

4. Which helps to streamline the fulfilment of service requests?

A) Eliminating service requests which have complex workflows
B) Creating new workflows for every service request
C) Understanding which service requests can be accomplished with limited approvals
D) Separating requests relating to service failures from the degradation of services

5. Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A) managed
B) rewarded
C) defined
D) measured

Solutions: