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EXIN ITIL Foundation Sample Questions:

1. Which process is responsible for sourcing and delivering components of requested standard services?

A) Request fulfilment
B) Service portfolio management
C) IT finance
D) Service desk

2. Which statements about best practice is MOST correct?

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

3. Which of the following is the correct definition of an outcome?

A) All incidents reported to the service desk
B) The result of carrying out an activity, following a process or delivering an IT service
C) The results specific to the clauses in a service level agreement (SLA)
D) All the accumulated knowledge of the service provider

4. What is a characteristic of a process?

A) It does not react to a specific trigger
B) It is performance driven and measurable
C) It requires a specific tool
D) It provides generic technical skills and resources

5. Which of the following CANNOT be provided by a tool?

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

Solutions: