EXIN ITILFND_V4 : ITIL 4 Foundation

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EXIN ITIL 4 Foundation Sample Questions:

1. Which statement about the service value chain is CORRECT?

A) Each value chain activity uses different combinations of practices to convert inputs into outputs
B) The service value chain converts value into demand
C) Each value chain activity identifies a requirement for resources from an external supplier
D) The service value chain uses value streams to describe a combination of consumers and providers

2. Why and how is a user MOST LIKELY to contact the service desk?

A) To discuss the cause of an incident via a phone call
B) To request access to a resource via a self-service portal
C) To authorize an emergency change via live chat
D) To report a problem using a mobile app

3. A flaw in an application could cause a service to fail. IT staff are actively analyzing the application to try and understand what is going on. What is the correct name for this type of flaw?

A) Incident
B) Event
C) Known error
D) Problem

4. Which of these activities is carried out as part of 'problem management'?

A) Escalating incidents to a support team for resolution
B) Creating incident records
C) Trend analysis of incident records
D) Diagnosing and resolving incidents

5. Identify the missing words in the following sentence:
The 'incident management' practice should maintain [?] for logging and managing incidents.

A) a dedicated team
B) detailed procedures
C) a value chain activity
D) a formal process

Solutions: