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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

A) To deliver and manage IT services at agreed levels to business users and customers
B) To decide how IT will engage with suppliers during the service lifecycle
C) To design and build processes which will meet business needs
D) To proactively prevent all outages to IT services

2. Which of the following is the best definition of service management?

A) An internationally recognized methodology to provide valuable services to customers
B) The ability to keep services highly available to meet the business needs
C) A complete set of all the documentation required to deliver world class services to customers
D) A set of specialized organizational capabilities for providing value to customers in the form of services

3. Which Functions are included in IT operations management?

A) IT operations control and facilities management
B) Network management and application management
C) Technical management and change management
D) Facilities management and release management

4. Which one of the following is the BEST description of a service-based service level agreement (SLA)?

A) An agreement that covers one service for a single customer
B) An agreement that covers service specific issues in a multi-level SLA structure
C) An agreement with an individual customer group, covering all the services that they use
D) An agreement that covers one service for all customers of that service

5. Which of the following types of service should be included in the scope of service portfolio management?
1.Those planned to be delivered
2.Those being delivered
3.Those that have been withdrawn from service

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

Solutions: