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EXIN ITIL Foundation Sample Questions:

1. Which one of the following activities would be performed by access management?

A) Managing the rights to use a service or group of services
B) Providing physical security for staff at data centres and other buildings
C) Managing access to computer rooms and other secure locations
D) Managing access to the service desk

2. In which of the following areas would ITIL complementary guidance provide assistance?
1 . Adapting best practice for specific industry sectors
2 . Integrating ITIL with other operating models

A) Option 1 only
B) Both of the above
C) Option 2 only
D) Neither of the above

3. A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

A) No: a known error record should be created with the next release of the service
B) Yes: for information purposes, a known error record can be created at any time it is prudent to do so
C) No: the Known Error should be created before the problem is logged
D) No: a known error record is created when the original incident is raised

4. Which of the following areas would technology help to support during the service lifecycle?
1. Data mining and workflow
2. Measurement and reporting
3. Release and deployment
4. Process design

A) 2 and 3 only
B) 1 and 3 only
C) All of the above
D) 2 and 4 only

5. Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A) Service level management
B) Service portfolio management
C) Demand management
D) Request fulfilment

Solutions: