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EXIN ITIL Foundation Sample Questions:

1. What term describes assurance that a product or service will meet its agreed requirements?

A) Utility
B) Service level agreement
C) Warranty
D) Underpinning contract

2. What BEST defines serviceability?

A) How quickly a service or component can be restored to normal working order
B) The ability of a third-party supplier to meet the terms of its contract
C) The part of the business process that is critical to providing the service
D) How long a service or component can perform its agreed function without failure

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

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

4. Which statement is CORRECT?

A) The configuration management system is part of the service knowledge management system.
B) The configuration management system is part of the configuration management database.
C) The configuration management system is part of the known error database
D) The service knowledge management system is part of the configuration management system.

5. What do customer perceptions and business outcomes help to define?

A) Total cost of ownership (TCO)
B) The value of a service
C) Governance
D) Key performance indicators (KPIs)

Solutions: