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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. What are the categories of event described in the UIL service operation book?

A) Informational, scheduled, normal
B) Scheduled, unscheduled, emergency
C) Warning, reactive, proactive
D) Informational, warning, exception

2. Which of the following statements about processes is INCORRECT?

A) They deliver specific results
B) They are measurable
C) They are units of organizations
D) They respond to specific events

3. Which of the following statements BEST describes the aims of release and deployment management?

A) To record and manage deviations, risks and issues related to the new or changed service
B) To build, test and deliver the capability to provide the services specified by service design
C) To ensure that each release package specified by service design consists of a set of related assets and service components
D) To ensure that all changes can be tracked, tested and verified if appropriate

4. Which one of the following is the BEST definition of reliability?

A) The availability of a service or component
B) How quickly a service or component can be restored to normal working order
C) The level of risk that affects a service or process
D) How long a service or configuration item (CI) can perform its function without failing

5. Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4:
Identifying possible future markets that the service provider could operate in

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

Solutions: