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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which of the following is NOT an objective of service transition?

A) To provide quality knowledge and information about services and service assets
B) To plan and manage the capacity and resource requirements to manage a release
C) To ensure that a service can be operated, managed and supported
D) To provide training and certification in project management

2. Which one of the following includes four stages called Plan, Do, Check and Act?

A) The service lifecycle
B) The Deming Cycle
C) The seven-step improvement process
D) The continual service improvement approach

3. Which of the following should IT service continuity strategy be based on?
1.Design of the service metrics
2.Business continuity strategy
3.Business impact analysis (BIA)
4.Risk assessment

A) 1, 3 and 4 only
B) 1, 2 and 4 only
C) 2, 3 and 4 only
D) 1, 2 and 3 only

4. In terms of adding value to the business, which one of the following describes service operation s contribution?

A) Service value is modeled
B) The cost of the service is designed, predicted and validated
C) Measures for optimization are identified
D) Service value is visible to customers

5. Which of the following activities are performed by a service desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

A) 2 and 4 only
B) 3 and 4 only
C) 1, 2 and 3 only
D) All of the above

Solutions: