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EXIN ITIL Foundation Sample Questions:

1. Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?

A) Development or purchase of tools and deployment of the process
B) Development or purchase of tools and deployment of the tools
C) Training tool administrators how to manage tools and monitoring tool performance in operational environment
D) Testing the tool and training process managers on using the process

2. What is the BEST description of the CSI register?

A) It is a record of new services to be approved by a customer, including proposed implementation dates
B) It is a record of completed improvements and the relevant customer satisfaction metric
C) It is a record of all authorised changes and their planned implementation dates
D) It is a record of proposed improvement opportunities and the benefits that will be achieved

3. Which one of the following is NOT an objective of problem management?

A) Minimizing the impact of incidents that cannot be prevented
B) Eliminating recurring incidents
C) Restoring normal service operation as quickly as possible
D) Preventing problems and resulting incidents from happening

4. Which process or function is responsible for monitoring activities and events in the IT infrastructure?

A) IT operations management
B) Service level management
C) Incident management
D) Capacity management

5. Which of the following correctly states the relationship between urgency, priority and impact?

A) Impact, priority and urgency are independent of each other
B) Impact should be based on urgency and priority
C) Urgency should be based on impact and priority
D) Priority should be based on impact and urgency

Solutions: