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EXIN ITIL Foundation Sample Questions:

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

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

2. Which one of the following activities would be performed by access management?

A) Providing physical security for staff at data centres and other buildings
B) Managing the rights to use a service or group of services
C) Managing access to the service desk
D) Managing access to computer rooms and other secure locations

3. Which function or process would provide staff to monitor events in an operations bridge?

A) Technical management
B) Applications management
C) IT operations management
D) Request fulfilment

4. Which one of the following is it the responsibility of supplier management to negotiate and agree?

A) The service portfolio
B) Third-party contracts
C) Service level agreements (SLAs)
D) Operational level agreements (OLAs)

5. Which one of the following is the BEST definition of the term 'service management'?

A) Units of organizations with roles to perform certain activities
B) A set of specialized organizational capabilities for providing value to customers in the form of services
C) The management of functions within an organization to perform certain activities
D) A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose

Solutions: