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EXIN ITIL Foundation Sample Questions:

1. Which one of the following statements about incident reporting and logging is CORRECT?

A) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
B) All calls to the service desk must be logged as incidents
C) Incidents can only be reported by users
D) Incidents reported by technical staff must also be logged as problems

2. What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A) Component services
B) Business services
C) Supporting services
D) Customer services

3. Which one of the following activities is NOT part of the Deming Cycle?

A) Act
B) Co-ordinate
C) Plan
D) Do

4. Which of the following BEST describes the purpose of access management?

A) Provides the rights for users to be able to use a service or group of services
B) To detect security events and make sense of them
C) To provide a channel for users to request and receive standard services
D) To prevent problems and resulting Incidents from happening

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

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

Solutions: