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EXIN ITIL 4 Foundation Sample Questions:

1. Which gives a user access to a system?

A) Service provision
B) Service consumption
C) Service agreement
D) Service requirement

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

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

3. Which approach is CORRECT when applying the guiding principle 'keep it simple and practical'?

A) Only add controls and metrics when they are needed
B) Design controls and metrics first, then remove those not adding value
C) Design controls and metrics and add them individually until all are implemented
D) Only add controls and metrics that are required for compliance

4. Which term is used to describe removing something that could have an effect on a service?

A) A change
B) A problem
C) An incident
D) An IT asset

5. Identify the missing word(s) in the following sentence:
The service desk should be the entry point and single point of contact for the [?] with all of its users.

A) Service consumer
B) Supplier
C) Service provider
D) Customer

Solutions: