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EXIN ITIL Foundation Sample Questions:

1. Which document shows a detailed analysis of business impact and benefits?

A) A service level agreement
B) A return on investment
C) Service level requirements
D) A business case

2. Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices

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

3. What BEST defines serviceability?

A) How long a service or component can perform its agreed function without failure
B) The part of the business process that is critical to providing the service
C) How quickly a service or component can be restored to normal working order
D) The ability of a third-party supplier to meet the terms of its contract

4. Which one of the following is the BEST definition of an event?

A) An unplanned interruption to an IT service or a reduction in the quality of an IT service
B) Reducing or eliminating the cause of an incident or problem
C) Any change of state that has significance for the management of a configuration item (CI) or IT service
D) The unknown cause of one or more incidents that have an impact on an IT service

5. What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A) Supporting services
B) Customer services
C) Component services
D) Business services

Solutions: