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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. What is a service delivered between two business units in the same organization known as?

A) Delivered service
B) Internal service
C) Strategic service
D) External service

2. Which one of the following is the BEST definition of reliability?

A) How quickly a service or component can be restored to normal working order
B) The level of risk that affects a service or process
C) How long a service or configuration item (CI) can perform its function without failing
D) The availability of a service or component

3. A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

A) No: the Known Error should be created before the problem is logged
B) No: a known error record is created when the original incident is raised
C) No: a known error record should be created with the next release of the service
D) Yes: for information purposes, a known error record can be created at any time it is prudent to do so

4. Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Reduction in the duration and frequency of service outages

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

5. Which process is responsible for managing relationships with vendors?

A) Supplier management
B) Service portfolio management
C) Continual service improvement
D) Change management

Solutions: