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EXIN ITIL 4 Foundation Sample Questions:
1. What should all 'continual improvement' decisions be based on?
A) An up-to-date balanced scorecard
B) Details of how services are measured
C) Accurate and carefully analysed data
D) A recent maturity assessment
2. Which should be handled by 'service request management'?
A) A request to implement a security patch
B) A request to provide a laptop
C) A request to change a target in a service level agreement
D) A request to resolve an error in a service
3. Which is included in the purpose of the 'service level management' practice?
A) To ensure accurate information about the configuration of services is available
B) To ensure that suppliers and their performance are managed appropriately
C) To maximize the number of successful service and product changes
D) To set clear business-based targets for service levels
4. Why and how is a user MOST LIKELY to contact the service desk?
A) To report a problem using a mobile app
B) To authorize an emergency change via live chat
C) To request access to a resource via a self-service portal
D) To discuss the cause of an incident via a phone call
5. Which of the four dimensions focuses on managing data in compliance with industry regulations?
A) Information and technology
B) Partners and suppliers
C) Value streams and processes
D) Organizations and people
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: A |



