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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice has a purpose that includes maximizing the number of successful additions, modifications, or removals of anything that could have an effect on a service?

A) Incident management
B) Service desk
C) Change enablement
D) Service request management

2. Identify the missing word in the following sentence:
Sponsor is the role that authorizes budget for service [?].

A) value
B) consumption
C) provision
D) management

3. Which 'service level management' activity helps staff to deliver a more business-focused service?

A) Understanding the ongoing requirements of customers
B) Measuring low-level operational activities
C) Creating targets based on the percentage of uptime of a service
D) Using complex technical terminology in service level agreements (SLAs)

4. Which practice uses pre-defined, standardized procedures to enable fulfilment times to be clearly communicated?

A) Problem management
B) Incident management
C) Service request management
D) Service level management

5. Identify the missing words in the following sentence:
A user is [?] that uses services.

A) a role
B) a supplier
C) an organization
D) a team

Solutions: