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EXIN ITIL 4 Foundation Sample Questions:

1. How can a service consumer contribute to the reduction of risk?

A) By fully understanding their own requirements for the service
B) By ensuring that the service provider's resources are correctly configured
C) By managing the detailed level of risk on behalf of the service provider
D) By providing the service in accordance with requirements

2. Which statement about value creating activities is CORRECT?

A) Organizations should ensure that each value stream is applicable to many scenarios
B) Service value chain activities have pre-determined dependencies on ITIL practices
C) A value stream is an operating model for creating value through products and services
D) Each value stream should be designed with a specific combination of service value chain activities

3. Which term relates to service levels aligned with the needs of service consumers?

A) Utility
B) Service management
C) Warranty
D) Cost

4. Which practice has a purpose that includes managing risks to confidentiality, integrity and availability?

A) Continual improvement
B) Information security management
C) Monitoring and event management
D) Service level management

5. What actions does a service desk take for all issues, queries and requests that are reported to them?

A) Initiate, approve, fulfil
B) Acknowledge, classify, own
C) Diagnose, investigate, resolve
D) Schedule, assess, authorize

Solutions: