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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Where would you expect incident resolution targets to be documented?

A) A service level agreement (SLA)
B) A request for change (RFC)
C) A service description
D) The service portfolio

2. Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

A) The service owner
B) The process owner
C) The customer
D) The IT director

3. Which of the following is NOT an objective of service transition?

A) To plan and manage the capacity and resource requirements to manage a release
B) To provide quality knowledge and information about services and service assets
C) To ensure that a service can be operated, managed and supported
D) To provide training and certification in project management

4. What should a service always deliver to customers?

A) Applications
B) Resources
C) Value
D) Infrastructure

5. Which of the following are reasons why ITIL is successful?
1.ITIL is vendor neutral
2.It does not prescribe actions
3.ITIL represents best practice

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

Solutions: