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EXIN ITIL Foundation Sample Questions:

1. What is a service delivered between two business units in the same organization known as?

A) External service
B) Delivered service
C) Strategic service
D) Internal service

2. Which one of the following is the purpose of service level management?

A) To create and populate a service catalogue
B) To ensure that sufficient capacity is provided to deliver the agreed performance of services
C) To carry out the service operations activities needed to support current IT services
D) To ensure that an agreed level of IT service is provided for all current IT services

3. How many people should be accountable for a process as defined in the RACI model?

A) As many as necessary to complete the activity
B) Only one - the process architect
C) Two - the process owner and the process enactor
D) Only one - the process owner

4. Who is responsible for defining metrics for change management?

A) The service owner
B) The continual service improvement manager
C) The change management process owner
D) The change advisory board (CAB)

5. Which of the following BEST describes a service level agreement (SLA.?

A) The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise
B) A partnership developed between the IT service provider and the customer, so that a mutually beneficial agreement is reached
C) A written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties
D) An agreement between an IT service provider and another part of the same organization that assists with the provision of services

Solutions: