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EXIN ITIL Foundation (V4) Sample Questions:

1. Which competencies are required by the 'service level management' practice?

A) Business analysis and commercial management
B) Balanced scorecard reviews and maturity assessment
C) Problem investigation and resolution
D) Incident analysis and prioritization

2. Which TWO statements about an organization's culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

A) 1 and 2
B) 1 and 4
C) 2 and 3
D) 3 and 4

3. What should be used to set user expectations for request fulfilment times?

A) The time that the customer indicates for service delivery
B) The service levels of the supplier
C) The time needed to realistically deliver the service
D) The consumer demand for the service

4. Which is a risk that might be removed from a service consumer by an IT service?

A) Service provider ceasing to trade
B) Cost of purchasing servers
C) Failure of server hardware
D) Security breach

5. 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 services, and the [?] that support them, is available when and where it is needed.

A) suppliers
B) CIs
C) assets
D) customers

Solutions: