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EXIN ITIL Foundation Sample Questions:

1. What service could include a differentiation as an "excitement factor"?

A) A packaged service
B) An enabling service
C) An enhancing service
D) A core service

2. Which of the following statements about service asset and configuration management is/are CORRECT?
1. A configuration item (CI) can exist as part of any number of other CIs at the same time
2. Choosing which CIs to record will depend on the level of control an organization wishes to exert

A) Both of the above
B) 1 only
C) Neither of the above
D) 2 only

3. Which statement is CORRECT?

A) The configuration management system is part of the configuration management database.
B) The configuration management system is part of the service knowledge management system.
C) The service knowledge management system is part of the configuration management system.
D) The configuration management system is part of the known error database

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

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

5. What BEST describes an important principle of communication in service operation?

A) It focuses on creating a relationship between processes and products.
B) It has responsibility for creating policies.
C) It has an intended purpose or a resultant action.
D) It is efficient, effective and economical for all IT services.

Solutions: