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EXIN ITIL Foundation Sample Questions:

1. Which statement is CORRECT?

A) A function is a set of specialised organisational capabilities
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 responsibilities allocated to a service manager
D) A process is a structured set of activities designed to accomplish a specific objective

2. Which of the following BEST describes technical management?

A) A function that includes providing technical expertise and overall management of the IT infrastructure
B) Senior managers responsible for all staff within the technical support function
C) A function responsible for facilities management and building control systems
D) A function that provides hardware repair services for technology involved in the delivery of service to customers

3. What is the CORRECT definition of service management?

A) A set of specialised organisational capabilities for delivering value to customers in the form of services
B) A set of specialised assets for transitioning services into the live operational environment
C) A group of people that manages services to fulfil the needs of users and customers
D) A group of events that meet the demand from customers for services that they receive

4. What are the categories of events described in the ITIL service operation book?

A) Informational, warning, exception
B) Warning, reactive, proactive
C) Informational, scheduled, normal
D) Scheduled, unscheduled, emergency

5. The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A) A change request
B) A change advisory board
C) A change model
D) A change

Solutions: