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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice helps to ensure that the services delivered to customers are aligned with their needs?

A) Service level management
B) Problem management
C) Service request management
D) Change enablement

2. Which value chain activity ensures that service components meet agreed specifications?

A) Deliver and support
B) Obtain/build
C) Design and transition
D) Plan

3. Which practice is MOST LIKELY to make use of artificial intelligence, robotic process automation, and chatbots?

A) Problem management
B) Continual improvement
C) Service desk
D) Incident management

4. Which is NOT a component of the service value system?

A) Governance
B) Continual improvement
C) The service value chain
D) Opportunity and demand

5. What actions does a service desk take for all issues, queries and requests that are reported to them?

A) Initiate, approve, fulfil
B) Diagnose, investigate, resolve
C) Acknowledge, classify, own
D) Schedule, assess, authorize

Solutions: