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EXIN ITIL Foundation (V4) Sample Questions:

1. What can be described as an operating model for the creating and management of products and services?

A) Governance
B) Guiding principles
C) Practices
D) Service value chain

2. Which statement about outcome is CORRECT?

A) Outcomes use activities to produce tangible or intangible deliverables
B) Outcomes give service consumers assurance of products or services
C) Outcomes help a service consumer to assess the cost of a specific activity
D) Outcomes rely on outputs to deliver results for a stakeholder

3. Which statement BEST describes the value of service strategy to the business?

A) It reduces unplanned costs through optimized handling of service outages
B) It enables the service provider to understand what levels of service will make their customers successful
C) It reduces the duration and frequency of service outages
D) It allows higher volumes of successful change

4. Which dimension considers how knowledge assets should be protected?

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

5. Which statement about metrics is CORRECT?

A) Process metrics can be used to measure end-to-end service performance
B) Process metrics can be used to measure the utilization of a supplier's network
C) Technology metrics can be used to determine the overall health of a process
D) Technology metrics can be used to measure component performance and availability

Solutions: