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EXIN ITIL 4 Foundation Sample Questions:

1. Which statement about a 'continual improvement register' is CORRECT?

A) There should only be one for the whole organization
B) It should be used to capture user demand
C) It should be re-prioritized as ideas are documented
D) It should be managed at the senior level of the organization

2. What is the purpose of the 'relationship management' practice?

A) To align the organization's practices and services with changing business needs
B) To support the agreed quality of a service handling all agreed, user-initiated service requests
C) To set clear business-based targets for service performance
D) To establish and nurture the links between the organization and its stakeholders

3. Which two statements about an organization's culture are CORRECT?
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

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

4. Which is a key requirement for a successful service level agreement?

A) It should relate to simple operational metrics
B) It should be based on the service provider's view of the service
C) It should be simply written and easy to understand
D) It should be written in legal language

5. What are the ITIL guiding principles used for?

A) To ensure that an organization's performance continually meets stakeholders' expectations
B) To direct and control an organization
C) To identify activities that an organization must perform in order to deliver a valuable service
D) To help an organization make good decisions

Solutions:

Question # 1 Answer: C

Question # 2 Answer: D

Question # 3 Answer: D

Question # 4 Answer: C

Question # 5 Answer: D