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EXIN ITIL Foundation Sample Questions:

1. Which of the following is NOT an objective of request fulfillment?

A) To source and deliver the components of standard services that have been requested
B) To update the service catalogue with services that may be requested through the service desk
C) To provide information to users about what services are available and how to request them
D) To provide a channel for users to request and receive standard services

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

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

3. A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

A) No: the Known Error should be created before the problem is logged
B) No: a known error record should be created with the next release of the service
C) Yes: for information purposes, a known error record can be created at any time it is prudent to do so
D) No: a known error record is created when the original incident is raised

4. Which is the CORRECT list for the three levels of a multi-level service level agreement (SLA.?

A) Corporate, customer, service
B) Service, user, IT
C) Technology, customer, user
D) Corporate, customer, technology

5. Which one of the following do major incidents require?

A) Less documentation
B) Separate procedures
C) Less urgency
D) Longer timescales

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