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EXIN ITIL Foundation Sample Questions:

1. What BEST describes the customers and users of an IT service provider?

A) Customers agree the service levels; users buy IT services
B) Customers buy IT services; users use IT services
C) Customers design IT services; users test IT services
D) Customers sell IT services; users improve IT services

2. Which one of the following activities is NOT part of the Deming Cycle?

A) Co-ordinate
B) Act
C) Plan
D) Do

3. Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?

A) Operations
B) External Consultants
C) External Customers
D) Suppliers

4. What type of record should you raise when a problem diagnosis is complete and a workaround is available?

A) An incident
B) A change
C) A known error
D) A service object

5. Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels

A) The change schedule
B) A configuration management database (CMDB)
C) The service knowledge management system (SKMS)
D) The service portfolio

Solutions: