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EXIN ITIL Foundation (V4) Sample Questions:

1. What do customer perceptions and business outcomes help to define?

A) The value of a service
B) Service metrics
C) The total cost of a service
D) Key performance indicators (KPIs)

2. Which TWO BEST describe the guiding principles?
* Short term
* Standards
* Recommendations
* Long-term

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

3. Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A) rewarded
B) measured
C) defined
D) managed

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 model is applicable to only certain parts of the service value system
D) The flow of the model helps organizations to link improvements to its goals

5. Which practice's purpose includes creating closer more collaborative relationships?

A) Information security management
B) Service configuration management
C) Supplier management
D) Release management

Solutions: