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EXIN ITIL Foundation Sample Questions:

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

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

2. Which of the following options is a hierarchy that is used in knowledge management?

A) Data - Information - Knowledge - Wisdom
B) Information - Data - Knowledge - Wisdom
C) Knowledge - Wisdom - Information - Data
D) Wisdom - Information - Data - Knowledge

3. Which capacity management sub-process focuses on the management, control and prediction of the end-to-end performance?

A) Component capacity management
B) Service capacity management
C) Business capacity management
D) Supplier capacity management

4. Why is it important for service providers to understand patterns of business activity (PBA)?

A) Demand for the services delivered by service providers are directly influenced by PBA
B) PBA are based on organizational roles and responsibilities
C) Understanding PBA is the only way to enable accurate service level reporting
D) IT service providers CANNOT schedule changes until they understand PBA

5. Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

A) The customer
B) The process owner
C) The service owner
D) The IT director

Solutions: