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EXIN ITIL Foundation (V4) Sample Questions:

1. Which statement about costs is CORRECT?

A) Costs removed from the consumer are part of the value proposition
B) Costs imposed on the consumer are costs of service warranty
C) Costs removed from the consumer are part of service consumption
D) Costs imposed on the consumer are costs of service utility

2. Which is a recommendation of the guiding principle 'think and work holistically'?

A) Use the four dimensions of service management to ensure coordination of all aspects of an improvement initiative
B) Conduct a review of existing service management practices and decide what to keep and what to discard
C) Review service management practices and remove any unnecessary complexity
D) Review how an improvement initiative can be organized into smaller, manageable sections that can be completed in a timely manner

3. Which dimension of service management considers governance, management, and communication?

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

4. What is a problem?

A) Any change of state that has significance for the management of a configuration item
B) A cause or potential cause of one or more incidents
C) An addition or modification that could have an effect on services
D) An unplanned reduction in the quality of a service

5. What three elements make up the Service Portfolio?

A) Service pipeline, service catalogue and retired services
B) Customer portfolio, configuration management system and service catalogue
C) Service pipeline, configuration management system and service catalogue
D) Customer portfolio, service catalogue and retired services

Solutions: