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EXIN ITIL Foundation (V4) Sample Questions:

1. How should an organization include third-party suppliers in the continual improvement of services?

A) Require evidence that the supplier uses agile development methods
B) Ensure that all supplier problem management activities result in improvements
C) Ensure suppliers include details of their approach to service improvement in contracts
D) Require evidence that the supplier implements all improvements using project management practices

2. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

A) Continual improvement
B) Problem management
C) Service request management
D) Incident management

3. Which phase of problem management includes the regular re-assessment of the effectiveness of workarounds?

A) Error control
B) Problem identification
C) Problem control
D) Problem analysis

4. What defines the requirements for a service and takes responsibility for the outcomes of service consumption?

A) A customer
B) A configuration item (CI)
C) A user
D) An IT asset

5. Which practice ensures that a variety of access channels are available for users to report issues?

A) Service level management
B) Service desk
C) Change enablement
D) Incident management

Solutions: