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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which one of the following activities does application management perform?

A) Agreeing the service levels for the service supported by the application
B) Defining where the vendor of an application should be located
C) Deciding who the vendor of the storage devices will be
D) Ensuring that the required functionality is available to achieve the required business outcome

2. Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A) Service level management
B) Demand management
C) Request fulfilment
D) Service portfolio management

3. What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

A) Strategic, tactical and operational
B) Return on investment (ROI), value on investment (VOI), quality
C) Critical success factors (CSFs), key performance indicators (KPIs), activities
D) Technology, process and service

4. A Service design package (SDP) would normally be produced for which of the following?
1.A new IT service
2.A major change to an IT service
3.An emergency change to an IT service
4.An IT service retirement

A) 1, 2 and 4 only
B) All of the above
C) 2, 3 and 4 only
D) None of the above

5. Which of the following would commonly be found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3.Responsibilities and dependencies for both parties

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

Solutions: