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EXIN ITIL 4 Foundation Sample Questions:
1. Which is a purpose of the 'service level management' practice?
A) To support the agreed quality of a service by handling all agreed, user-initiated service requests
B) To establish and nurture the links between the organization and its stakeholders
C) To set clear business-based targets for service levels
D) To ensure that the organization's suppliers and their performance are managed appropriately
2. What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?
A) Problem analyst
B) Service desk agent
C) Service level manager
D) Change authority
3. Which step of the continual improvement model includes baseline assessments?
A) What is the vision?
B) Where are we now?
C) Where do we want to be?
D) Did we get there?
4. Identity the missing word in the following sentence
The purpose of the service configuration management practice is to ensure that accurate and reliable information about the configuration of [?], and the CIs that support them, is available when and where it is needed
A) services
B) relationships
C) outcomes
D) organizations
5. Which usually requires a team of representatives from many stakeholder groups?
A) Investigating a major incident
B) Authorizing an emergency change
C) Logging a new problem
D) Fulfilling a service request
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: A |



