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EXIN ITIL 4 Foundation Sample Questions:

1. What should be used to set user expectations for request fulfilment times?

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

2. Staff in an IT organization are very busy, mostly carrying out tasks that add little or no value to the organization or its customers. Which guiding principle recommends that the unnecessary work should be eliminated?

A) Start where you are
B) Progress iteratively with feedback
C) Think and work holistically
D) Keep it simple and practical

3. Which statement about the service value chain is CORRECT?

A) Each value chain activity identifies a requirement for resources from an external supplier
B) The service value chain converts value into demand
C) The service value chain uses value streams to describe a combination of consumers and providers
D) Each value chain activity uses different combinations of practices to convert inputs into outputs

4. Which is NOT a component of the service value system?

A) The service value chain
B) Continual improvement
C) Opportunity and demand
D) Governance

5. Which is an input to the service value system?

A) A model to help meet stakeholders' expectations
B) Recommendations to help an organization in all aspects of its work
C) The system of directing and controlling an organization
D) A need from consumers for new or changed services.

Solutions: