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EXIN ITIL Foundation Sample Questions:

1. Which function is responsible for the closure of an incident record?

A) Either the service desk or an appropriate third party engineer
B) Event management
C) Any appropriate function
D) The service desk

2. Which one of the following does service metrics measure?

A) The end-to-end service
B) Functions
C) Maturity and cost
D) Infrastructure availability

3. Which process is responsible for sourcing and delivering components of requested standard services?

A) Service desk
B) Service portfolio management
C) Request fulfilment
D) IT finance

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

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

5. Which of the following correctly states the relationship between urgency, priority and impact?

A) Urgency should be based on impact and priority
B) Priority should be based on impact and urgency
C) Impact should be based on urgency and priority
D) Impact, priority and urgency are independent of each other

Solutions: