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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. What are the categories of events described in the ITIL service operation book?

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

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

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

3. Which role is accountable for the operational management of a process?

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

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

5. Which of the following are types of service defined in ITIL?
1.Core
2.Enabling
3.Special

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

Solutions: