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EXIN ITIL Foundation (V4) Sample Questions:
1. Which step of the continual improvement model includes baseline assessments?
A) Did we get there?
B) Where do we want to be?
C) What is the vision?
D) Where are we now?
2. Which practices are typically involved in the implementation of a problem resolution?
1. Continual improvement
2. Service request management
3. Service level management
4. Change control
A) 1 and 4
B) 2 and 3
C) 3 and 4
D) 1 and 2
3. Which statement about costs is CORRECT?
A) Costs imposed on the consumer are costs of service utility
B) Costs removed from the consumer are part of service consumption
C) Costs removed from the consumer are part of the value proposition
D) Costs imposed on the consumer are costs of service warranty
4. Which is a key consideration for the guiding principle 'keep it simple and practical'?
A) Ignore the conflicting objectives of different stakeholders
B) Try to create a solution for every exception
C) Understand how each element contributes to value creation
D) Start with a complex solution, then simplify
5. Which practice forms a link between the service provider and the users of services?
A) Change enablement
B) Service desk
C) Service level management
D) Problem management
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: B |






