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EXIN ITIL 4 Foundation Sample Questions:

1. Which practice is MOST likely to benefit from the use of chatbots?

A) Continual improvement
B) Service level management
C) Service desk
D) Change enablement

2. What are the KEY stakeholder groups that service providers should cooperate with?

A) Customers
B) Suppliers
C) Developers
D) Relationship managers

3. Which component is focused on the activities needed by an organization to help it co-create value?

A) Continual improvement
B) Guiding principles
C) Service value chain
D) Practices

4. Which term could be used to refer to a single person who has independently subscribed to a service?

A) Organization
B) Service provider
C) Supplier
D) Service desk

5. For which purpose would the continual improvement practice use a SWOT analysis?

A) Ensuring everyone actively participates
B) Defining the future desired state
C) Understanding the current state
D) Tracking and managing ideas

Solutions: