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EXIN ITIL Foundation Sample Questions:

1. The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?

A) Customer assets
B) Customer perceptions
C) Business vision
D) Business activity

2. Check, Act and Plan are three of the stages of the Deming Cycle.
Which is the fourth?

A) Do
B) Measure
C) Perform
D) Implement

3. Which process has the purpose to ensure that, by managing the risks which could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

A) IT service continuity management
B) Service catalogue management
C) Financial management for IT services
D) Change management

4. Which statement about the emergency change advisory board (ECAB) is CORRECT?

A) The ECAB will be used for emergency changes where there may not be time to call a full CAB
B) The ECAB will be chaired by the IT director
C) Amongst the duties of the ECAB is the review of completed emergency changes
D) The ECAB considers every high priority request for change

5. Which one of the following is the BEST definition of an event?

A) Any change of state that has significance for the management of a configuration item (CI) or IT service
B) The unknown cause of one or more incidents that have an impact on an IT service
C) An unplanned interruption to an IT service or a reduction in the quality of an IT service
D) Reducing or eliminating the cause of an incident or problem

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