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EXIN ITIL Foundation (V4) Sample Questions:

1. Which statement about outcomes is CORRECT?

A) The co-create value for service providers by reducing costs and risks.
B) They allow service consumers to achieve a desired result.
C) They are deliverables provided to service consumers.
D) They provide products to service providers based on outputs.

2. Which is a purpose of the 'engage' value chain activity?

A) Ensuring the continual improvement of services
B) Providing transparency and good relationships
C) Meeting expectations for quality, costs and time-to-market
D) Ensuring that the organization's vision is understood

3. How does information about problems and known errors contribute to 'incident management'?

A) It enables the reassessment of known erros
B) It removes the need for regular customer updates
C) It enables quick and efficient diagnosis of incidents
D) It removes the need for collaboration during incident resolution

4. Which joint activity performed by a service provider and service consumer ensures continual value co- creation?

A) Service consumption
B) Service provision
C) Service offering
D) Service relationship management

5. What is a definition of a service improvement plan (SIP)?

A) A formal plan to implement improvements to a service or process
B) An input from availability management to service level management, detailing the service design plan
C) An input from financial management for IT services to service level management, detailing the budget plan
D) A formal plan to implement improvements to a customer's business processes

Solutions: