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EXIN ITIL Foundation Sample Questions:

1. What is used to control a process?

A) Inputs
B) Stakeholders
C) Functions
D) Objectives

2. How should entries in the CSI register be categorized?

A) Based on priority, urgency and impact to the business and to all its stakeholders
B) Based on IT service name, cost to the business and expected outcomes to the customer
C) Based on best improvement opportunities in the organization to achieve a competitive advantage
D) Based on small, medium or, large undertakings that can be done quickly, medium term or long term

3. Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

A) Service transition planning and support
B) Change management
C) Design coordination
D) Service level management

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

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

5. Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

A) All of the above
B) 1 and 3 only
C) 1,2 and 3 only
D) 2 and 4 only

Solutions: