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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which one of the following is NOT a characteristic of a process?

A) It delivers specific results
B) It structure an organization
C) It responds to specific events
D) It is measureable

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

A) An agreement between a service provider and an external supplier
B) The part of a contract that specifies the responsibilities of each party
C) An agreement between the service provider and an internal organization
D) An agreement between the service provider and their customer

3. Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

A) Service level management
B) Financial management
C) Demand management
D) Risk management

4. Which of the following is the best definition of IT service management?

A) A complete set of all the documentation required to deliver world class services to customers
B) The implementation and management of quality IT services that meet business needs
C) An internal service provider that is embedded within a business unit
D) Technical implementation of supporting IT infrastructure components

5. 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 ensure that each release package specified by service design consists of a set of related assets and service components
C) To build, test and deliver the capability to provide the services specified by service design
D) To ensure that all changes can be tracked, tested and verified if appropriate

Solutions: