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EXIN ITIL Foundation Sample Questions:

1. Access management is responsible for implementing policies defined in which process?

A) Information security management
B) Service portfolio management
C) Change management
D) Problem management

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

3. What is a characteristic of a process?

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

4. What are the categories of events described in the ITIL service operation book?

A) Informational, scheduled, normal
B) Scheduled, unscheduled, emergency
C) Warning, reactive, proactive
D) Informational, warning, exception

5. Which of the following is NOT an objective of Continual Service Improvement?

A) Conduct activities to deliver and manage services at agreed levels to business users
B) Review and analyze Service Level Achievement results
C) Identify activities to improve the efficiency of service management processes
D) Improve the cost effectiveness of IT services without sacrificing customer satisfaction

Solutions: