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EXIN ITIL Foundation Sample Questions:

1. . When should a known error be raised?

A) As soon as the major problem procedure is executed
B) As soon as it becomes useful to do so
C) Only when the error in the IT Service is found
D) Only when the root cause is found and a workaround exists

2. What is the BEST description of a change proposal?

A) An RFC that must be implemented as soon as possible
B) An authorised change submitted to release and deployment
C) A justification for a change with significant cost or risk
D) Any request for change (RFC. submitted to change management

3. Which process includes business, service and component sub-processes?

A) Incident management
B) Capacity management
C) Service level management
D) Financial management

4. What is the BEST description of an operational level agreement (OLA)?

A) A document that describes to a customer how services will be operated on a day-to-day basis
B) An agreement between the service provider and another part of the same organization
C) An agreement between the service provider and an external organization
D) A document that describes business services to operational staff

5. Which of the following should be considered when designing measurement systems, methods and metrics?
1 . The services
2 . The architectures
3 . The configuration items
4 . The processes

A) All of the above
B) 1 and 3 only
C) 2 and 4 only
D) 2 and 3 only

Solutions: