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EXIN ITIL Foundation Sample Questions:

1. Which of the following is NOT a source of best practice?

A) Academic research
B) Technology
C) Standards
D) Internal experience

2. A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

A) Be kept up-to-date on the progress of an activity
B) Be accountable for the outcome of an activity
C) Manage an activity
D) Perform an activity

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) 2, 3 and 4 only
D) 1, 2 and 3 only

4. How is a service delivered between departments of same organization classified?

A) Organizational service.
B) Internal Service
C) External Service
D) Mission Critical service

5. Consider the following list:
1 . Change authority
2 . Change manager
3 . Change advisory board (CAB)
Which one of the following is the BEST description of the items above?

A) Roles, people or groups
B) Job descriptions
C) Functions
D) Teams

Solutions: