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EXIN ITIL Foundation Sample Questions:

1. Which of the following is the best definition of service management?

A) A set of specialized organizational capabilities for providing value to customers in the form of services
B) A complete set of all the documentation required to deliver world class services to customers
C) An internationally recognized methodology to provide valuable services to customers
D) The ability to keep services highly available to meet the business needs

2. Which three types of metric support Continual Service Improvement (CSI) activities?

A) Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
B) Technology metrics, process metrics and service metrics
C) Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics
D) Process metrics, software metrics and financial metrics

3. A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

A) Be kept up-to-date on the progress of an activity
B) Manage an activity
C) Be accountable for the outcome of an activity
D) Perform an activity

4. Where are the details of core and enhancing service provided?

A) The service portfolio.
B) The definitive media library.
C) The configuration management system.
D) The service catalogue.

5. 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

Solutions: