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EXIN ITIL Foundation (syllabus 2011) Sample Questions:
1. 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) Technical implementation of supporting IT infrastructure components
D) An internal service provider that is embedded within a business unit
2. Which one of the following functions would be responsible for the management of a data centre?
A) Facilities management
B) Service desk
C) Technical management
D) Application management
3. Why is it important for service providers to understand patterns of business activity (PBA)?
A) PBA are based on organizational roles and responsibilities
B) IT service providers CANNOT schedule changes until they understand PBA
C) Understanding PBA is the only way to enable accurate service level reporting
D) Demand for the services delivered by service providers are directly influenced by PBA
4. Which of the following are types of service defined in ITIL?
1.Core
2.Enabling
3.Special
A) All of the above
B) 1 and 3only
C) 2 and 3 only
D) 1 and 2 only
5. What are the categories of events described in the ITIL service operation book?
A) Informational, scheduled, normal
B) Scheduled, unscheduled, emergency
C) Informational, warning, exception
D) Warning, reactive, proactive
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: C |
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