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EXIN ITIL Foundation Sample Questions:

1. Which one of the following functions would be responsible for the management of a data centre?

A) Service desk
B) Facilities management
C) Technical management
D) Application management

2. The BEST description of an incident is:

A) An unplanned disruption of service unless there is a backup to that service
B) Any disruption to service whether planned or unplanned
C) Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
D) An unplanned interruption to service or a reduction in the quality of service

3. Which statement about services is CORRECT?

A) Internal services are provided by suppliers to the internal IT department
B) External services are provided to business units in the same organisation
C) External services are delivered to external customers
D) Internal services are delivered to external customers

4. Which document shows a detailed analysis of business impact and benefits?

A) A return on investment
B) A business case
C) Service level requirements
D) A service level agreement

5. Which one of the following statements about incident reporting and logging is CORRECT?

A) Incidents reported by technical staff must also be logged as problems
B) All calls to the service desk must be logged as incidents
C) Incidents can only be reported by users
D) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

Solutions: