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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. How many people should be accountable for a process as defined in the RACI model?

A) Only one - the process owner
B) As many as necessary to complete the activity
C) Two - the process owner and the process enactor
D) Only one - the process architect

2. Who is responsible for defining metrics for change management?

A) The continual service improvement manager
B) The change management process owner
C) The service owner
D) The change advisory board (CAB)

3. Which process is responsible for ensuring that appropriate testing takes place?

A) Service level management
B) Service asset and configuration management
C) Knowledge management
D) Release and deployment management

4. Which one of the following is the purpose of service level management?

A) To carry out the service operations activities needed to support current IT services
B) To create and populate a service catalogue
C) To ensure that an agreed level of IT service is provided for all current IT services
D) To ensure that sufficient capacity is provided to deliver the agreed performance of services

5. Which of the following areas would technology help to support during the service lifecycle?
1.Data mining and workflow
2.Measurement and reporting
3.Release and deployment
4.Process design

A) 1, 2 and 3 only
B) 2, 3 and 4 only
C) 1, 3 and 4 only
D) All of the above

Solutions: