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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which of the following is MOST concerned with the design of new or changed services?

A) Service design
B) Service transition
C) Change management
D) Service strategy

2. Which one of the following do technology metrics measure?

A) Processes
B) Components
C) Customer satisfaction
D) The end-to-end service

3. Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1.Providing an understanding of what strategy is
2.Ensuring a working relationship between the customer and service provider
3.Defining how value is created

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

4. Which of the following is the correct definition of an outcome?

A) All the accumulated knowledge of the service provider
B) The result of carrying out an activity, following a process or delivering an IT service
C) The results specific to the clauses in a service level agreement (SLA)
D) All incidents reported to the service desk

5. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

A) Service asset and configuration management
B) Service catalogue management
C) Problem management
D) Event management

Solutions: