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EXIN ITILFNDv4 Exam Syllabus Topics:

EXIN ITIL 4 Foundation Sample Questions:

1. Which is provided by the 'engage' value chain activity?

A) Ensuring that stakeholder expectations for quality are met
B) Ensuring that service components are available when needed
C) Ensuring that services are operated to meet agreed specifications
D) Ensuring that stakeholder needs are understood by the organization

2. Identify the missing word in the following sentence:
A service is a means of enabling value co-creation by facilitating [?] that customers want to achieve, without the customer having to manage specific costs and risks.

A) outcomes
B) utility
C) warranty
D) outputs

3. Which is part of the value proposition of a service?

A) Risks imposed on the consumer by the service
B) Outputs of the service received by the consumer
C) Costs removed from the consumer by the service
D) Costs imposed on the consumer by the service

4. Which statement about the 'continual improvement model' is CORRECT?

A) Organizations should work through the steps of the model in the sequence in which they are presented
B) Organizations should use an additional model or method to link improvements to customer value
C) The model is applicable to only certain parts of the service value system
D) The flow of the model helps organizations to link improvements to its goals

5. Which is a description of service provision?

A) A way to help create value by facilitating outcomes that service consumers need
B) Activities that an organization performs to deliver services
C) Cooperation between two organizations to ensure that a service delivers value
D) A formal description of one or more services, designed to address the needs of a service consumer

Solutions: