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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice requires skills and competencies related to business analysis, supplier management and relationship management?

A) IT asset management
B) Monitoring and event management
C) Service level management
D) Incident management

2. 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 consumer demand for the service
D) The time needed to realistically deliver the service

3. Which statement about the purpose of the Monitoring and event management practice is TRUE?

A) Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
B) Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
C) Systematically observe services and service components, and record and report selected changes of state identified as events
D) Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule

4. What is the definition of 'service management'?

A) A formal description of one or more services, designed to address the needs of a target consumer group
B) A result for a stakeholder enabled by one or more outputs
C) A set of specialized organizational capabilities for enabling value for customers in the form of services
D) Joint activities performed by a service provider and a service consumer to ensure continual value co-creation

5. Which is the MOST important stakeholder group that a service provider needs to collaborate with?

A) Suppliers
B) Relationship managers
C) Developers
D) Customers

Solutions: