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EXIN ITIL 4 Foundation Sample Questions:

1. Which BEST describes the purpose of the 'improve' value chain activity?

A) To continually improve all products and services across all value chain activities
B) To ensure a shared understanding of the vision and improvement direction for all products and services
C) To organize a major improvement initiative into several smaller initiatives
D) To make new and improved services and features available for use

2. Which service request management decisions require that policies are established?

A) Deciding how to handle service requests where the steps are unknown
B) Deciding which service requests require approval
C) Deciding how degradations of service are resolved
D) Deciding when workarounds should be used

3. Which describes an unresolved problem which has been already analysed?

A) A workaround
B) An incident
C) A known error
D) A risk

4. Which practice nurtures links with stakeholders at strategic and tactical levels?

A) Supplier management
B) Service desk
C) Service level management
D) Relationship management

5. Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?

A) Monitoring and event management
B) Incident management
C) Service request management
D) Change enablement

Solutions: