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EXIN ITIL Foundation Sample Questions:

1. Which of the following is NOT an objective of service transition?

A) To provide training and certification in project management
B) To ensure that a service can be managed, operated and supported
C) To provide quality knowledge and information about services and service assets
D) To plan and manage the capacity and resource requirements to manage a release

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

3. Which of the following are valid parts of the service portfolio?
1 . Service pipeline
2 . Service knowledge management system (SKMS)
3 . Service catalogue

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

4. Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?

A) Service portfolio management
B) Service capacity management
C) Service level management
D) Service catalogue management

5. A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.
What has taken place within the SLA target?

A) A functional escalation
B) A service level escalation
C) A hierarchic escalation
D) An incident resolution

Solutions: