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EXIN ITIL Foundation (V4) Sample Questions:
1. What role would be MOST suitable for a new graduate with great levels of empathy and understanding of business issues? They also have good communication skills, high emotional intelligence, and a broad understanding of IT technology.
A) Service desk agent
B) Service level manager
C) Change authority
D) Problem analyst
2. Which of the following can be used to access service desks?
A) Email
B) Text and social media messaging
C) Phone calls
D) All of the above
3. What is used to link activities within the service value chain?
A) Service desk
B) Service level agreements
C) Opportunity, demand and value
D) Inputs, outputs and triggers
4. Which practice ensures that a variety of access channels are available for users to report issues?
A) Service desk
B) Service level management
C) Change enablement
D) Incident management
5. Which organization delivers output or outcomes of a service?
A) A service consumer delivers outputs of the service
B) A service consumer delivers outcomes of the service
C) A service provider delivers outcomes of the service
D) A service provider delivers outputs of the service
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: C | Question # 4 Answer: A | Question # 5 Answer: C |
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