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EXIN ITIL Foundation Sample Questions:

1. Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

A) Internal
B) External
C) Service desk
D) Shared services unit

2. Which is the CORRECT list for the three levels of a multi-level service level agreement (SLA.?

A) Corporate, customer, technology
B) Service, user, IT
C) Corporate, customer, service
D) Technology, customer, user

3. What is the CORRECT definition of service management?

A) A group of events that meet the demand from customers for services that they receive
B) A set of specialised organisational capabilities for delivering value to customers in the form of services
C) A group of people that manages services to fulfil the needs of users and customers
D) A set of specialised assets for transitioning services into the live operational environment

4. Check, Act and Plan are three of the stages of the Deming Cycle.
Which is the fourth?

A) Implement
B) Measure
C) Do
D) Perform

5. Which one of the following includes four stages called Plan, Do, Check and Act?

A) The seven-step improvement process
B) The continual service improvement approach
C) The service lifecycle
D) The Deming Cycle

Solutions: