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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) Employers
D) Stakeholders

2. Why is it important for service providers to understand patterns of business activity (PBA)?

A) Demand for the services delivered by service providers are directly influenced by PBA
B) PBA are based on organizational roles and responsibilities
C) IT service providers CANNOT schedule changes until they understand PBA
D) Understanding PBA is the only way to enable accurate service level reporting

3. Which process is responsible for the availability, confidentiality and integrity of data?

A) Service asset and configuration management
B) Information security management
C) Change management
D) Service catalogue management

4. Which one of the following does service metrics measure?

A) Infrastructure availability
B) Maturity and cost
C) Functions
D) The end-to-end service

5. Which one of the following is the BEST definition of an event?

A) An unplanned interruption to an IT service or a reduction in the quality of an IT service
B) The unknown cause of one or more incidents that have an impact on an IT service
C) Reducing or eliminating the cause of an incident or problem
D) Any change of state that has significance for the management of a configuration item (CI) or IT service

Solutions: