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EXIN ITIL Foundation Sample Questions:

1. What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

A) The change manager
B) The change implementer
C) The change authorization board
D) The change advisory board

2. What is the BEST definition of an internal service?

A) It is a service delivered to the terms of a contract which enables a customer to achieve business outcomes
B) It is any customer-facing service delivered by an outsourced provider
C) It is a service delivered between departments or business units in the same organization
D) It is a supporting service delivered between functions of the IT service provider

3. Which of the following service desk organizational structures are described in service operation?
1 . Local service desk
2 . Virtual service desk
3 . IT help desk
4 . Follow the sun

A) 1, 3 and 4 only
B) 1, 2 and 4 only
C) 1, 2 and 3 only
D) 2, 3 and 4 only

4. Which of the following would be most useful in helping to implement a workaround as quickly as possible?

A) A capacity database
B) A known error database
C) A definitive media library
D) A request for change

5. What BEST defines roles and responsibilities in relation to process and activities?

A) Configuration baseline
B) Service model
C) RACI matrix
D) Human resource model

Solutions: