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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A) Accreditors
B) Regulators
C) Stakeholders
D) Employers

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

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

3. Which of the following are classed as stakeholders in service management?
1.Customers
2.Users
3.Suppliers

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

4. Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

A) To design and build processes which will meet business needs
B) To proactively prevent all outages to IT services
C) To deliver and manage IT services at agreed levels to business users and customers
D) To decide how IT will engage with suppliers during the service lifecycle

5. Which of the following is service transition planning and support NOT responsible for?

A) Detailed planning of the build and test of individual changes
B) Prioritizing conflicts for service transition resources
C) Maintaining policies, standards and models for service transition activities and processes
D) Coordinating the efforts required to manage multiple simultaneous transitions

Solutions: