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EXIN ITIL Foundation (V4) Sample Questions:

1. What is the reason for using a balanced bundle of service metrics?

A) It provides an outcome-based view of services
B) It reduces the number of metrics that need to be collected
C) It facilitates the automatic collection of metrics
D) It reports each service element separately

2. Which statement about outcomes is CORRECT?

A) An outcome is a tangible or intangible activity
B) Outcomes are how the service performs
C) An output can be enabled by one or more outcomes
D) An outcome can be enabled by more than one output

3. Which guiding principle helps to ensure that better information is available for decision making?

A) Think and work holistically
B) Keep it simple and practical
C) Optimize and automate
D) Collaborate and promote visibility

4. What can help to reduce resistance to a planned improvement when applying the guiding principle
'collaborate and promote visibility'?

A) Engaging every stakeholder group in the same way, with the same communication.
B) Involving customers after all planning has been completed.
C) Restricting information about the improvement to essential stakeholders only.
D) Increasing collaboration and visibility for the improvement.

5. Which practice has a purpose that deludes maximizing the number of successful additions modifications, or removals of anything that could have an effect on a service?

A) Service request management
B) Incident management
C) Service desk
D) Change enablement

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