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EXIN ITIL Foundation Sample Questions:

1. Which function is responsible for the closure of an incident record?

A) Event management
B) The service desk
C) Any appropriate function
D) Either the service desk or an appropriate third party engineer

2. Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?

A) Technology, customer, user
B) Corporate, customer, service
C) Service,user, IT
D) Corporate, customer, technology

3. Which process is responsible for managing all service requests from users?

A) Event management
B) Incident management
C) Request fulfilment
D) Change fulfilment

4. Which one of the following is it the responsibility of supplier management to negotiate and agree?

A) The service portfolio
B) Third-party contracts
C) Operational level agreements (OLAs)
D) Service level agreements (SLAs)

5. Which of the following statements about standard changes are CORRECT?
1 . The approach is pre-authorized
2 . The risk is usually low and well understood
3 . Details of the change will be recorded
4 . Some standard changes will be triggered by the request fulfillment process

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

Solutions: