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EXIN ITIL Foundation (V4) Sample Questions:

1. Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

A) A normal change
B) An emergency change
C) A standard change
D) A change model


2. Which dimension focuses on relationships with other organizations that are involved in the design, development, deployment and delivery of services?

A) Information and technology
B) Partners and suppliers
C) Organizations and people
D) Value streams and processes


3. Which is part of the definition of a customer?

A) The role that authorizes budget for service consumption
B) A means of enabling value co-creation
C) A set of specialized organizational capabilities for enabling value
D) The role that defines the requirements for a service


4. Which helps to manage an incident when it is unclear which support team should be working on the incident?

A) Self-help
B) Swarming
C) Target resolution times
D) Disaster recovery plans


5. What is described by the service value system?

A) Joint activities performed by a service provider and a service consumer to ensure continual value co- creation
B) Services based on one or more products, designed to address needs of a target consumer group
C) How to apply the systems approach of the guiding principle think and work holistically
D) How all the components and activities of the organization work together as a system to enable value creation


Solutions:

Question # 1
Answer: C
Question # 2
Answer: B
Question # 3
Answer: D
Question # 4
Answer: B
Question # 5
Answer: D

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