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EXIN ITIL Foundation (V4) Sample Questions:

1. Which TWO statements about an organization's culture are CORRECT? (Choose two.)
1. It is created from shared values based on how it carries out its work
2. It is determined by the type of technology used to support services
3. It should be based on the culture of prospective suppliers
4. It should be based on the objectives of the organization

A) 1 and 4
B) 1 and 2
C) 2 and 3
D) 3 and 4

2. Which practice has a strong influence on the user experience and perception of the service provider?

A) Service level management
B) Change enablement
C) Supplier management
D) Service desk

3. What can be used to help determine the impact level of a problem?

A) Configuration management system (CMS)
B) Definitive media library (DML)
C) Standard operating procedures (SOP)
D) Statement of requirements (SOR)

4. Which is a purpose of the 'service level management' practice?

A) To establish and nurture the links between the organization and its stakeholders
B) To ensure that the organization's suppliers and their performance are managed appropriately
C) To set clear business-based targets for service levels
D) To support the agreed quality of a service handling all agreed, user-initiated service requests

5. Identify the missing word in the following sentence.
The purpose of the 'supplier management' practice is to ensure that the organization's suppliers and their performances are [?] appropriately to support the seamless provision of quality products and services.

A) defined
B) managed
C) measured
D) rewarded

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