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EXIN ITIL Foundation Sample Questions:

1. Which one of the following is NOT an aim of the change management process?

A) To ensure that changes are recorded and evaluated
B) To deliver and manage IT services at agreed levels to business users
C) To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
D) To ensure the impact of changes are understood

2. Which of the following is the BEST description of a service-based service level agreement (SLA)?

A) An SLA that covers all customers for all services
B) The SLA covers an individual customer group for all services they use
C) The SLA covers one service, for all the customers of that service
D) An SLA for a service with no customers

3. From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

A) Administrator
B) User
C) Supplier
D) Customer

4. Which is the CORRECT list of metrics to support CSI activities?

A) Technology, customer and business
B) Customer, business and process
C) Process, technology and service
D) Business, service and technology

5. Within service design, what is the key output handed over to service transition?

A) Service design package
B) Service portfolio design
C) Measurement, methods and metrics
D) Process definitions

Solutions: