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EXIN ITIL Foundation Sample Questions:

1. Which is the BEST definition of a supplier?

A) It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement
B) It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services
C) It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group
D) It is a third party responsible for supplying goods or services that are required to deliver IT services

2. Which is an example of an internal customer?

A) A retail bank that outsources its infrastructure to athird-party supplier
B) An IT department that uses a network service obtained from a supplier
C) A customer who has a contract with an internet service provider for a broadband connection
D) The HR department whose payroll service is provided by their organization's IT department

3. The remediation plan should be evaluated at what point in the change lifecycle?

A) After the post implementation review has identified a problem with the change
B) Immediately after the change has failed and needs to be backed out
C) Before the change is approved
D) After implementation but before the post implementation review

4. What are sources of best practice?

A) Industry practices, academic research, training and education
B) Substitutes, regulators, customers
C) Customers, suppliers, advisors
D) Competition, compliance, commitments

5. Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services

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

Solutions: