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EXIN ITIL Foundation Sample Questions:

1. Which of the following would be examined by a major problem review?
1 . Things that were done correctly
2 . Things that were done incorrectly
3 . How to prevent recurrence
4 . What could be done better in the future

A) 1 only
B) 2 and 3 only
C) All of the above
D) 1, 2 and 4 only

2. Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A) Incident model
B) Continual service improvement (CSI) approach
C) RACI model
D) The Deming Cycle

3. What are customers of IT services who do NOT work in the same organization as the service provider known as?

A) Internal customers
B) Valued customers
C) Strategic customers
D) External customers

4. Which statement is CORRECT?

A) A function is a set of responsibilities allocated to a service manager
B) A process is a team or group of people and the tools they use to perform one or more activities
C) A function is a set of specialised organisational capabilities
D) A process is a structured set of activities designed to accomplish a specific objective

5. Which statement about the service portfolio is TRUE?

A) The service portfolio includes all services except those managed by third parties
B) It represents all resources presently engaged or being released in various stages of the service lifecycle
C) It allows the organization unlimited resources when planning for new service deployments
D) It is an integral part of the service catalogue

Solutions: