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EXIN ITIL Foundation Sample Questions:
1. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
A) Employers
B) Stakeholders
C) Regulators
D) Accreditors
2. The 'multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?
A) Configuration level
B) Customer level
C) Corporate level
D) Service level
3. What are the categories of events described in the ITIL service operation book?
A) Informational, warning, exception
B) Informational, scheduled, normal
C) Warning, reactive, proactive
D) Scheduled, unscheduled, emergency
4. Which of the following activities are performed by a service desk?
1 . Logging details of incidents and service requests
2 . Providing first-line investigation and diagnosis
3 . Restoring service
4 . Implementing all standard changes
A) All of the above
B) 1, 2 and 3 only
C) 2 and 4 only
D) 3 and 4 only
5. Where should incident resolution targets to be documented?
A) A request for change (RFC.
B) The service portfolio
C) A service description
D) A service level agreement (SLA.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: D |
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