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EXIN ITIL Foundation Sample Questions:

1. Which one of the following is NOT part of the service design stage of the service lifecycle?

A) Producing quality, secure and resilient designs for new or improved services
B) Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
C) Measuring the effectiveness and efficiency of service design and the supporting processes
D) Designing and maintaining all necessary service transition packages

2. Why is it important for service providers to understand patterns of business activity (PBA)?

A) PBA are based on organizational roles and responsibilities
B) Demand for the services delivered by service providers are directly influenced by PBA
C) IT service providers CANNOT schedule changes until they understand PBA
D) Understanding PBA is the only way to enable accurate service level reporting

3. In service design, which term describes services, technologies and tools?

A) Processes
B) People
C) Partners
D) Products

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) Any change of state that has significance for the management of a configuration item (CI) or IT service
C) The unknown cause of one or more incidents that have an impact on an IT service
D) Reducing or eliminating the cause of an incident or problem

5. How many people should be accountable for a process as defined in the RACI model

A) Only one - the process owner
B) As many as necessary to complete the activity
C) Two - the process owner and the process enactor
D) Only one - the process architect

Solutions: