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EXIN ITIL Foundation Sample Questions:

1. Which statements about best practice is MOST correct?

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

2. 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) Change baseline
C) Project baseline
D) Configuration baseline

3. Which one of the following is the BEST definition of the term 'service management'?

A) A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose
B) The management of functions within an organization to perform certain activities
C) A set of specialized organizational capabilities for providing value to customers in the form of services
D) Units of organizations with roles to perform certain activities

4. A Service design package (SDP) would normally be produced for which of the following?
1 . A new IT service
2 . A major change to an IT service
3 . An emergency change to an IT service
4 . An IT service retirement

A) None of the above
B) 2, 3 and 4 only
C) 1, 2 and 4 only
D) All of the above

5. Which statement is CORRECT?

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

Solutions: