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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which role is responsible for carrying out the activities of a process?

A) Process owner
B) Process practitioner
C) Change manager
D) Service manager

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

3. Which one of the following is NOT an objective of problem management?

A) Minimizing the impact of incidents that cannot be prevented
B) Restoring normal service operation as quickly as possible
C) Eliminating recurring incidents
D) Preventing problems and resulting incidents from happening

4. What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

A) Capacity
B) Serviceability
C) Continuity
D) Availability

5. Which one of the following is the BEST description of a service-based service level agreement (SLA)?

A) An agreement that covers one service for all customers of that service
B) An agreement that covers one service for a single customer
C) An agreement with an individual customer group, covering all the services that they use
D) An agreement that covers service specific issues in a multi-level SLA structure

Solutions: