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EXIN ITIL 4 Foundation Sample Questions:

1. Which is a key element of the 'think and work holistically' guiding principle?

A) Using technology for standard tasks to give people time for complex activities
B) Understanding the methods applicable to complex systems
C) Assessing which procedures can be re-used when improving a service
D) Eliminating metrics which do not contribute to achieving an objective

2. Which is a use of the change schedule?

A) Creating change models
B) Assigning resources to changes
C) Deciding the approval authority for changes
D) Automating the change process

3. What is included in the purpose of the 'continual improvement' practice?

A) Creating collaborative relationships with key suppliers to realize new value
B) Ensuring that delivery of services is properly assessed, monitored, and improved against targets
C) Aligning the organization's practices and services with changing business needs
D) Identifying and continually improving relationships with and between stakeholders

4. Which statement about the 'continual improvement model' is CORRECT?

A) Organizations should use an additional model or method to link improvements to customer value
B) Organizations should work through the steps of the model in the sequence in which they are presented
C) The flow of the model helps organizations to link improvements to its goals
D) The model is applicable to only certain parts of the service value system

5. Which statement about a service value stream is CORRECT?

A) It uses prescriptive inputs and outputs
B) It is a value chain activity
C) It integrates practices for a specific scenario
D) It is used to provide governance

Solutions: