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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice identifies changes of state related to infrastructure, services, and business processes?

A) Monitoring and event management
B) Information security management
C) Service configuration management
D) Change enablement

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

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

3. Why should a service level agreement include bundles of metrics?

A) To ensure that the service levels have been agreed with customers
B) To ensure that all services are included in the service reports
C) To help focus on business outcomes, rather than operational results
D) To reduce the number of metrics that need to be measured and reported

4. Which helps to manage an incident when it is unclear which support team should be working on the incident?

A) Self-help
B) Swarming
C) Target resolution times
D) Disaster recovery plans

5. Which practice is MOST likely to benefit from the use of chatbots?

A) Continual improvement
B) Service level management
C) Service desk
D) Change enablement

Solutions: