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EXIN ITIL 4 Foundation Sample Questions:

1. Which two statements about an organization's culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

A) 3 and 4
B) 2 and 3
C) 1 and 2
D) 1 and 4

2. Identify the missing word in the following sentence.
A change is defined as the addition, modification, or removal of anything that could have a direct or indirect effect on [?].

A) assets
B) values
C) elements
D) services

3. What should be used to set user expectations for request fulfillment times?

A) The consumer demand for the service
B) The service levels of the supplier
C) The time that the customer indicates for service delivery
D) The time needed to realistically deliver the service

4. Which dimension includes a workflow management system?

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

5. Which is a service request?

A) Requesting investigation of a degraded service
B) Requesting a workaround for an issue
C) Requesting information about how to create a document
D) Requesting an enhancement to an application

Solutions: