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EXIN ITIL Foundation Sample Questions:

1. What BEST describes the customers and users of an IT service provider?

A) Customers buy IT services; users use IT services
B) Customers design IT services; users test IT services
C) Customers agree the service levels; users buy IT services
D) Customers sell IT services; users improve IT services

2. Which one of the following is a correct definition of a supplier category?

A) Commodity - for significant partnering relationships that involve senior managers
B) Strategic - for suppliers of operational products or services
C) Operational - for suppliers providing low value and/or readily available products and services
D) Tactical - for relationships involving significant commercial activity and business interaction

3. Which statement about the emergency change advisory board (ECAB) is CORRECT?

A) The ECAB considers every high priority request for change
B) The ECAB will be used for emergency changes where there may not be time to call a full CAB
C) The ECAB will be chaired by the IT director
D) Amongst the duties of the ECAB is the review of completed emergency changes

4. Which one of the following is an objective of release and deployment management?

A) To standardize methods and procedures used for efficient and prompt handling of all changes
B) To ensure that the overall business risk of change is optimized
C) To define and agree release and deployment plans with customers and stakeholders
D) To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)

5. What is the BEST description of an operational level agreement (OLA)?

A) An agreement between the service provider and another part of the same organization
B) An agreement between the service provider and an external organization
C) A document that describes business services to operational staff
D) A document that describes to a customer how services will be operated on a day-to-day basis

Solutions: