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EXIN ITIL Foundation Sample Questions:

1. Which one of the following would NOT be defined as part of every process?

A) Functions
B) Roles
C) Inputs and outputs
D) Metrics

2. A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

A) Yes: for information purposes, a known error record can be created at any time it is prudent to do so
B) No: a known error record should be created with the next release of the service
C) No: the Known Error should be created before the problem is logged
D) No: a known error record is created when the original incident is raised

3. Which of the following is the correct definition of an outcome?

A) The result of carrying out an activity, following a process or delivering an IT service
B) The results specific to the clauses in a service level agreement (SLA)
C) All incidents reported to the service desk
D) All the accumulated knowledge of the service provider

4. At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A) Service design: Design the processes
B) Service transition: Plan and prepare for deployment
C) Service operation: IT operations management
D) Service strategy: Develop the offerings

5. Which statement is CORRECT?

A) A process is a team or group of people and the tools they use to perform one or more activities
B) A function is a set of specialised organisational capabilities
C) A function is a set of responsibilities allocated to a service manager
D) A process is a structured set of activities designed to accomplish a specific objective

Solutions: