EXIN ITILFNDv4 : ITIL 4 Foundation

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EXIN ITIL 4 Foundation Sample Questions:

1. Which BEST describes the purpose of the 'improve' value chain activity?

A) To organize a major improvement initiative into several smaller initiatives
B) To make new and improved services and features available for use
C) To continually improve all products and services across all value chain activities
D) To ensure a shared understanding of the vision and improvement direction for all products and services

2. Which service request management decisions require that policies are established?

A) Deciding how degradations of service are resolved
B) Deciding when workarounds should be used
C) Deciding how to handle service requests where the steps are unknown
D) Deciding which service requests require approval

3. How can service consumers contribute to risk mitigation?

A) Through the provision of services according to predefined needs
B) By ensuring that the service provider has configured correctly its resources
C) By being fully aware of their own requirements for the service
D) By controlling the specific level of risk on the service provider's behalf

4. What is a problem that has been analyzed but has not been resolved?

A) Risk
B) Workaround
C) Incident
D) Known error

5. What describes how components and activities work together to facilitate value creation?

A) The four dimensions of service management
B) The ITIL service value system
C) A service relationship
D) The ITIL guiding principles

Solutions: