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EXIN ITIL 4 Foundation Sample Questions:
1. Which is the FIRST thing to consider when focusing on value?
A) Defining customer experience and user experience
B) Identifying the service consumer who will receive value
C) Understanding what is valuable to the service consumer
D) Ensuring value is co-created by improvement initiatives
2. Which statement about the 'continual improvement model' is CORRECT?
A) The flow of the model helps organizations to link improvements to its goals
B) The model is applicable to only certain parts of the service value system
C) Organizations should use an additional model or method to link improvements to customer value
D) Organizations should work through the steps of the model in the sequence in which they are presented
3. Which statement about a service value stream is CORRECT?
A) It is a value chain activity
B) It is used to provide governance
C) It integrates practices for a specific scenario
D) It uses prescriptive inputs and outputs
4. Which statement about the purpose of the Monitoring and event management practice is TRUE?
A) Maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorized and managed within a schedule
B) Support the agreed quality of a service by handling all pre-defined, user-initiated service requests in an effective and user-friendly manner
C) Systematically observe services and service components, and record and report selected changes of state identified as events
D) Minimize the negative impact of incidents by restoring normal service operation as quickly as possible
5. Which TWO BEST describe the guiding principles?
1. Short-term
2. Standards
3. Recommendations
4. Long-term
A) 2 and 3
B) 1 and 4
C) 3 and 4
D) 1 and 2
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: C |
By Sheila
