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EXIN ITIL Foundation Sample Questions:

1. Which statements about best practice is MOST correct?

A) Suppliers are a source of best practice and they will improve the services delivered by a service Provider
B) ITIL is a source of best practice and is validated across a wide set of environments and situations
C) Internal experience is the only source of best practice because it is developed within the service provider
D) Customers are a source of best practice and will advise service providers how it should be implemented

2. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Change management
B) Service level management
C) Continual service improvement
D) Availability management

3. Access management is closely related to which other process?

A) Change management
B) 3rd line support
C) Capacity management only
D) Information security management

4. Which describes a proactive trigger for problem management?

A) Suspicion or detection of a cause of one or more incidents by the service desk
B) Trending of historical incident records to identify one or more underlying causes
C) Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist
D) Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident

5. What do customer perceptions and business outcomes help to define?

A) Total cost of ownership (TCO)
B) Key performance indicators (KPIs)
C) The value of a service
D) Governance

Solutions: