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EXIN ITIL Foundation (V4) Sample Questions:
1. Identify the missing word in the following sentence.
Sponsor is the role that authorizes budget for service [?)
A) consumption
B) provision
C) value
D) management
2. When using the 'continual improvement model, which information should be produced by an organization to understand where the organization is now?
A) Measureable Targets
B) Improvement plans
C) Assessment results
D) Business objectives
3. What is an output?
A) A change of state that has significance for the management of a configuration item
B) Something created by carrying out an activity
C) A possible event that could cause harm or loss
D) A result for a stakeholder
4. What is used as a tool to help define and measure performance?
A) An incident record
B) A change schedule
C) A service level agreement
D) A continual improvement register
5. An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?
A) The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
B) SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
C) Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.
D) A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: A |




