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EXIN ITIL 4 Foundation Sample Questions:
1. What aspect of 'service level management' asks service consumers what their work involves and how technology helps them?
A) Customer engagement
B) Business metrics
C) Operational metrics
D) Customer feedback
2. Why and how is a user MOST LIKELY to contact the service desk?
A) To authorize an emergency change via live chat
B) To discuss the cause of an incident via a phone call
C) To request access to a resource via a self-service portal
D) To report a problem using a mobile app
3. What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues?
A) Service desk agent
B) Problem analyst
C) Service level manager
D) Change authority
4. Which usually requires a team of representatives from many stakeholder groups?
A) Authorizing an emergency change
B) Fulfilling a service request
C) Logging a new problem
D) Investigating a major incident
5. Which dimension is MOST concerned with skills, competencies, roles and responsibilities?
A) Partners and suppliers
B) Organizations and people
C) Value streams and processes
D) Information and technology
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: B |
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