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EXIN ITIL 4 Foundation Sample Questions:

1. Which of the following statements about 'outcomes' is TRUE?

A) An outcome depends on at least one output to deliver a result
B) The level of expenses regarding a technology for a service is defined by an outcome
C) Outcomes provide assurance to stakeholders regarding the performance of a service
D) The delivery of products to a stakeholder is enabled by outcomes

2. Which costs are included in the value proposition of a service?

A) Money that the service consumer no longer needs to spend because they are using the service
B) The benefits, usefulness, and importance of the service that are perceived by the service consumer
C) Tangible or intangible results for the service consumer because they are using the service
D) Additional expense that the service consumer has because they are using the service

3. A service offering may include goods, access to resources, and service actions. Which is an example of a service action?

A) A service desk agent provides support to a user
B) A mobile phone enables a user to work remotely
C) A password allows a user connect to a WiFi network
D) A license allows a user to install a software product

4. Which is a key requirement for a successful service level agreement (SLA)?

A) Using an agreement between the service provider and service supplier
B) Using single-system-based metrics that relate to outputs
C) Using individual metrics that relate to the service catalogue
D) Using bundled metrics to relate performance to outcomes

5. Which is considered by the 'partners and suppliers' dimension?

A) Working with an integrator to manage relationships
B) Defining controls and procedures
C) Using formal roles and responsibilities
D) Using artificial intelligence

Solutions: