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EXIN ITIL 4 Foundation Sample Questions:

1. Which statement about IT service management is CORRECT?

A) It is performed by IT service providers using a mix of suppliers and their products
B) It is performed by IT service providers using a mix of people, process and technology
C) It is performed by the service desk using a mix of people, process and technology
D) It is performed by customers using a mix of IT systems, services and processes

2. Which statement about the steps to fulfill a service request is CORRECT?

A) They should be well-known and proven
B) They should include incident handling
C) They should be complex and detailed
D) They should be brief and simple

3. Which practice uses techniques such as SWOT analysis, balanced scorecard reviews, and maturity assessments?

A) Incident management
B) Continual improvement
C) Service request management
D) Problem management

4. Which practice has a purpose that includes aligning the organization's practices and services with changing business needs?

A) Continual improvement
B) Service configuration management
C) Service level management
D) Relationship management

5. What is the purpose of the 'relationship management' practice?

A) To align the organization's practices and services with changing business needs
B) To support the agreed quality of a service handling all agreed, user-initiated service requests
C) To set clear business-based targets for service performance
D) To establish and nurture the links between the organization and its stakeholders

Solutions: