EXIN ITIL Foundation : ITIL-F

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EXIN ITIL Foundation Sample Questions:

1. Which role is responsible for sponsoring, designing and change managing a process and its metrics?

A) The process manager
B) The service owner
C) The process practitioner
D) The process owner

2. Which of these statements about resources and capabilities is CORRECT?

A) Capabilities are types of service asset and resources are not
B) Resources are types of service asset and capabilities are not
C) Neither capabilities nor resources are types of service asset
D) Resources and capabilities are both types of service asset

3. Can service operation improve efficiency in the business operation by automating common routines?

A) No, automating common routines only results in preventing common problems
B) Yes, through automating common routines, more productive work can be carried out
C) Yes, through automating common routines and introducing the service knowledge management System (SKMS)
D) No, automating common routines improves effectiveness but not efficiency

4. How should entries in the CSI register be categorized?

A) Based on IT service name, cost to the business and expected outcomes to the customer
B) Based on small, medium or, large undertakings that can be done quickly, medium term or long term
C) Based on best improvement opportunities in the organization to achieve a competitive advantage
D) Based on priority, urgency and impact to the business and to all its stakeholders

5. Which of the following is best definition of IT service management?

A) An internal service provider that is embedded within a business unit
B) Technical implementation of supporting IT infrastructure components
C) The implementation and management of quality IT services that meet business needs
D) A complete set of all the documentation required to deliver world class services to customers

Solutions: