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EXIN ITIL Foundation (V4) Sample Questions:

1. Which TWO are inputs to the service value system?
1 Demand
2 Products
3 Value
4 Opportunity

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

2. What considerations influence the supplier strategy of an organization?

A) Type of cooperation with suppliers
B) Contracts and agreements
C) Level of formality
D) Corporate culture of the organization

3. Which is a recommendation for applying the guiding principle 'keep it simple and practical?

A) Sometimes nothing from the current state can be re used
B) Fast does not mean incomplete
C) Communicate in a way the audience can hear
D) If a practice is easier to follow it is more likely to be adopted

4. Which is an external input to the service value chain?

A) Feedback loops
B) Customer requirements
C) An overall plan
D) The 'improve' value chain activity

5. Which practice improves customer and user satisfaction by reducing the negative impact of service interruptions?

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

Solutions: