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EXIN ITIL 4 Foundation Sample Questions:

1. What is defined as a change of state that has significance for the management of an IT service?

A) Event
B) Problem
C) Incident
D) Known error

2. Which statement about service offerings is CORRECT?

A) Service offerings include the transfer of goods from the consumer to the provider
B) The same product can be used as a basis for more than one service offering
C) Each service should be described to consumers as a single service offering
D) Service offerings describe service actions performed by users

3. What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?

A) Business metrics
B) Customer engagement
C) Customer feedback
D) Operational metrics

4. Which is a key activity carried out in the 'did we get there?' step of the 'continual improvement' model?

A) Execute improvement actions
B) Evaluate measurements and metrics
C) Perform baseline assessments
D) Define measurable targets

5. What is the definition of a known error?

A) A cause, or potential cause, of one or more incident
B) Any change of state that has significance for the management of a service or other configuration item (CI)
C) A problem that has been analyzed and has not been resolved
D) An unplanned interruption to a service, or reduction in the quality of a service

Solutions: