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EXIN ITIL Foundation Sample Questions:

1. Which is a supplier category?

A) Technical
B) Commodity
C) Customer
D) Resource

2. Which of the following options is a hierarchy that is used in knowledge management?

A) Information - Data - Knowledge - Wisdom
B) Wisdom - Information - Data - Knowledge
C) Data - Information - Knowledge - Wisdom
D) Knowledge - Wisdom - Information - Data

3. Who is responsible for defining metrics for change management?

A) The change advisory board (CAB)
B) The change management process owner
C) The service owner
D) The continual service improvement manager

4. What structure of service desk appears to the customer to be a single centralized desk, but may in fact be based in a number of different locations?

A) Specialized service desk
B) Centralized Service desk
C) Local service desk
D) Virtual Service desk

5. What type of baseline captures the structure, contents and details of the infrastructure and represents a set of items that are related to each other?

A) Asset baseline
B) Project baseline
C) Change baseline
D) Configuration baseline

Solutions: