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EXIN ITIL 4 Foundation Sample Questions:

1. Which statement about value creating activities is CORRECT?

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

2. Which statement about the 'continual improvement model' is CORRECT?

A) The model is applicable to only certain parts of the service value system
B) The flow of the model helps organizations to link improvements to its goals
C) Organizations should work through the steps of the model in the sequence in which they are presented
D) Organizations should use an additional model or method to link improvements to customer value

3. Which 'service level management' activity helps staff to deliver a more business-focused service?

A) Creating targets based on the percentage of uptime of a service
B) Measuring low-level operational activities
C) Understanding the ongoing requirements of customers
D) Using complex technical terminology in service level agreements (SLAs)

4. What is included in the purpose of the 'relationship management' practice?

A) Creating collaborative relationships with key suppliers to uncover and realize new value
B) Setting clear business-based targets so that the delivery of a service can be properly assessed
C) Identifying, analyzing, monitoring, and the continual improvement of relationships with stakeholders
D) Handling all pre-defined, user-initiated service requests in an effective and user-friendly manner

5. Which of the following terms is more suitable to describe the functionality of a service?

A) Output
B) Outcome
C) Utility
D) Warranty

Solutions: