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EXIN ITIL 4 Foundation Sample Questions:

1. What is used as a tool to help define and measure performance?

A) A change schedule
B) A service level agreement
C) An incident record
D) A continual improvement register

2. A service will be unavailable for the next two hours for unplanned maintenance. Which practice is MOST LIKELY to be involved in managing this?

A) Problem management
B) Incident management
C) Service request management
D) Change enablement

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

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

4. For which purpose would the continual improvement practice use a SWOT analysis?

A) Understanding the current state
B) Defining the future desired state
C) Tracking and managing ideas
D) Ensuring everyone actively participates

5. What is defined as 'the role that uses services'?

A) Sponsor
B) Service consumer
C) Customer
D) User

Solutions: