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EXIN ITIL 4 Foundation Sample Questions:

1. Which statement about service relationship management is CORRECT?

A) It requires co-operation of both the service provider and service consumer
B) It focuses on the service actions performed by users
C) It requires the service consumer to create resources for the service provider
D) It focuses on the fulfilment of the agreed service actions

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

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

3. Identity the missing word(s) in the following sentence.
When an organization is assessing its current state, it should use [?] to obtain accurate measurements.

A) Risk management techniques
B) Reports
C) Assumptions
D) Source data

4. Which TWO statements about the guiding principles are CORRECT?
1. The guiding principles support continual improvement
2. Each guiding principle applies to a selection of the available
stakeholder groups
3. Organizations should decide which one of the guiding principles is
relevant to them
4. Organizations should consider how the guiding principles interact
with each other

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

5. For which purpose would the continual improvement practice use a SWOT analysis?

A) Ensuring everyone actively participates
B) Tracking and managing ideas
C) Defining the future desired state
D) Understanding the current state

Solutions: