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EXIN ITIL Foundation Sample Questions:

1. What is defined as "any change of state that has significance for the management of an IT service"?

A) A request for change
B) An incident
C) An event
D) A problem

2. Which of the following are sources of best practice?
1. Academic research
2. Internal experience
3. Industry practices

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

3. Which one of the following is the BEST definition of reliability?

A) The level of risk that affects a service or process
B) How long a service or configuration item (CI) can perform its function without failing
C) The availability of a service or component
D) How quickly a service or component can be restored to normal working order

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

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

5. Where should all master copies of controlled software and documentation be stored?

A) In the definitive security library
B) In the definitive software library
C) In the definitive production library
D) In the definitive media library

Solutions: