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EXIN ITIL 4 Foundation Sample Questions:

1. What is the MAIN benefit of 'problem management'?

A) Managing workarounds and known errors
B) Reducing the number and impact of incidents
C) Maximizing the number of successful changes
D) Restoring normal service as quickly as possible

2. Which practice has a strong influence on the user experience and perception of the service provider?

A) Supplier management
B) Service desk
C) Service level management
D) Change enablement

3. Identify the missing word in the following sentence:
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

A) warranty
B) outcomes
C) utility
D) outputs

4. Which statement about standard changes is CORRECT?

A) The change does not require additional authorization
B) The change can be implemented with less testing if necessary
C) The appropriate change authority should be assigned to each type of change
D) A full assessment should be completed each time the change is implemented

5. What is a user?

A) The role that defines the requirements for a service
B) The role that authorizes budget for service consumption
C) The role that directs and controls an organization
D) The role that uses services

Solutions: