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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which of the following statements about service asset and configuration management is/are CORRECT?
1.A configuration item (CI) can exits as part of any numbers other CIs at the same time
2.Choosing which CIs to record will depend on the level of control an organization wishes to exert.

A) 1 only
B) Neither of the above
C) Both of the above
D) 2 only

2. Which of the following BEST describes service strategies value to the business?

A) Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
B) Allows higher volumes of successful change
C) Reduction in unplanned costs through optimized handling of service outages
D) Reduction in the duration and frequency of service outages

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

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

4. What are customers of IT services who work in the same organization as the service provider known as?

A) Internal customers
B) Valued customers
C) Strategic customers
D) External customers

5. The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A) A change request
B) A change model
C) A change
D) A change advisory board

Solutions: