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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

A) Service asset and configuration management
B) Service catalogue management
C) Problem management
D) Event management

2. What are customers of IT services who work in the same organization as the service provider known as?

A) Valued customers
B) Strategic customers
C) External customers
D) Internal customers

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

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

4. Which two processes will contribute MOST to enabling effective problem detection?

A) Incident and financial management
B) Knowledge and service level management
C) Incident and event management
D) Change and release and deployment management

5. Which of the following statements is CORRECT for every process?
1.It delivers its primary results to a customer or stakeholder
2.It defines activities that are executed by a single function

A) 2 only
B) Both of the above
C) Neither of the above
D) 1 only

Solutions: