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EXIN ITIL Foundation (V4) Sample Questions:

1. What is defined as "the role that uses services?

A) Service consumer
B) Sponsor
C) User
D) Customer

2. Which dimension of service management considers how activities are coordinated?

A) Information and technology
B) Partners and suppliers
C) Value streams and processes
D) Organizations and people

3. Which activity is NOT recommended by the start where you are' guiding principle?

A) Involving people who are not familiar with a service when observing and assessing its activities
B) Applying risk management when considering to introduce new processes
C) Discarding existing processes before assessing their usefulness
D) Using source data to avoid any unintentional data distortion found in reports

4. What describes the steps needed to create and deliver a specific service to a consumer?

A) Service level management
B) Service management
C) A value stream
D) Practices

5. Where are the details of the required performance outcomes of a service denned?

A) Service requests
B) Service offerings
C) Service level agreements
D) Service components

Solutions: