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EXIN ITIL Foundation Sample Questions:

1. 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) A set of specialized organizational capabilities for providing value to customers in the form of services
C) Units of organizations with roles to perform certain activities
D) The management of functions within an organization to perform certain activities

2. Which process would be used to compare the value that newer services have offered over those they have replaced?

A) Service portfolio management
B) Availability management
C) Capacity management
D) Service catalogue management

3. Check, Act and Plan are three of the stages of the Deming Cycle.
Which is the fourth?

A) Implement
B) Perform
C) Do
D) Measure

4. An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service.
What has taken place?

A) A service level escalation
B) A functional escalation
C) A hierarchic escalation
D) An incident resolution

5. How is a service delivered between departments of same organization classified?

A) Mission Critical service
B) Internal Service
C) External Service
D) Organizational service.

Solutions: