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EXIN ITIL 4 Foundation Sample Questions:

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

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

2. Which practice has a purpose that includes responding to conditions that could lead to potential faults or incidents?

A) Change enablement
B) Monitoring and event management
C) Incident management
D) Service request management

3. Which role approves the cost of services?

A) Change authority
B) Sponsor
C) Customer
D) User

4. Which is a recommendation applying the guiding principle 'keep it simple and practical'?

A) Fast does not mean incomplete
B) Communicate in a way the audience can hear
C) If a practice is easier to follow it is more likely to be adopted
D) Sometimes nothing from the current state can be re-used

5. Which guiding principle recommends consideration of the four dimensions in order to make something as effective and as useful as it needs to be?

A) Start where you are
B) Optimize and automate
C) Think and work holistically
D) Focus on value

Solutions: