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EXIN ITIL Foundation Sample Questions:

1. Why are public frameworks, such as ITIL, attractive when compared to proprietary knowledge?

A) Public frameworks are always cheaper to adopt
B) Public frameworks are prescriptive and tell you exactly what to do
C) Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
D) Proprietary knowledge has been tested in a wide range of environments

2. Which of the following BEST describes a problem?

A) A serious incident which has a critical impact to the business
B) An issue reported by a user
C) The cause of one or more incidents
D) The cause of two or more incidents

3. ITSM concepts are often described in the context of only one of these type. Type I, type II and type III

A) Service Units
B) Business Units
C) Customers
D) Service Providers

4. What is a change of state that has significance for the management of a configuration item (CI) called?

A) A change to a service level agreement
B) An event
C) A request for change (RFC.
D) A baseline

5. Which of the following are classed as stakeholders in service management?
1 . Customers
2 . Users
3 . Suppliers

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

Solutions: