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EXIN ITIL Foundation (V4) Sample Questions:

1. What is the reason for using a balanced bundle of service metrics?

A) It reports each service element separately
B) It reduces the number of metrics that need to be collected
C) It provides an outcome-based view of services
D) It facilitates the automatic collection of metrics

2. Which is an activity of the 'problem management' practice?

A) Authorization of changes to resolve the cause of problems.
B) Prioritization of problems based on the risk that they pose
C) Resolution of incidents in a time that meet customer expectations
D) Restoration of normal service operation as quickly as possible

3. Which value chain activity communicates the current status of all four dimensions of service management?

A) Obtain/build
B) Engage
C) Plan
D) Improve

4. What term is used to describe whether a service will meet availability, capacity and security requirements?

A) Warranty
B) Utility
C) Value
D) Outcomes

5. Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

A) Optimize and automate
B) Think and work holisocally
C) Focus on value
D) Start where you are

Solutions: