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EXIN ITIL Foundation Sample Questions:
1. Which role is accountable for the operational management of a process?
A) Process manager
B) Change manager
C) Service manager
D) Process practitioner
2. Which is an objective of the design coordination process?
A) TO document the initial structure and relationship between services and customers
B) To ensure that all changes are assessed for their impact on service designs
C) To ensure service design packages are handed over to service transition
D) TO handover new service level requirements to the service level management process
3. Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet
A) Neither of the above
B) Both of the above
C) 1 only
D) 2 only
4. Which of the following is best definition of IT service management?
A) Technical implementation of supporting IT infrastructure components
B) An internal service provider that is embedded within a business unit
C) The implementation and management of quality IT services that meet business needs
D) A complete set of all the documentation required to deliver world class services to customers
5. Which one of the following includes four stages called Plan, Do, Check and Act?
A) The service lifecycle
B) The seven-step improvement process
C) The Deming Cycle
D) The continual service improvement approach
Solutions:
Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: C | Question # 5 Answer: C |