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EXIN ITIL 4 Foundation Sample Questions:

1. Which statement about the service value chain is CORRECT?

A) Each value chain activity uses different combinations of practices to convert inputs into outputs
B) The service value chain converts value into demand
C) The service value chain uses value streams to describe a combination of consumers and providers
D) Each value chain activity identifies a requirement for resources from an external supplier

2. Which describes the utility of a service?

A) A service that supports the performance of the consumer
B) A service that is fit for use
C) A service that increases constraints on the consumer
D) A service that meets its service level targets

3. What is a set of specialized organizational capabilities for enabling value for customers in the form of services?

A) Service provision
B) Service offering
C) Service management
D) Service consumption

4. How are target resolution times used in the 'incident management' practice?

A) They are established, reviewed, and reported to ensure that customers are happy with the service
B) They are scheduled, assessed and authorized to reduce the risk of service failures
C) They are agreed, documented, and communicated to help set user expectations
D) They are initiated, approved, and managed to ensure that predictable responses are achieved

5. Which dimension is MOST concerned with skills, competencies, roles and responsibilities?

A) Partners and suppliers
B) Information and technology
C) Organizations and people
D) Value streams and processes

Solutions: