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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which of the following is the BEST reason for categorizing incidents?

A) To enable the incident management database to be partitioned for greater efficiency
B) To ensure service levels are met and breaches of agreements are avoided
C) To identify whether the user is entitled to log an incident for this particular service
D) To establish trends for use in problem management and other IT service management (ITSM) activities

2. At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A) Service strategy: Develop the offerings
B) Service transition: Plan and prepare for deployment
C) Service operation: IT operations management
D) Service design: Design the processes

3. Which of the following should IT service continuity strategy be based on?
1.Design of the service metrics
2.Business continuity strategy
3.Business impact analysis (BIA)
4.Risk assessment

A) 2, 3 and 4 only
B) 1, 2 and 3 only
C) 1, 2 and 4 only
D) 1, 3 and 4 only

4. A process owner is responsible for which of the following?
1.Defining the process strategy
2.Assisting with process design
3.Improving the process
4.Performing all activities involved in a process

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

5. Which statement about the emergency change advisory board (ECAB) is CORRECT?

A) The ECAB will be chaired by the IT Director
B) Amongst the duties of the ECAB is the review of completed emergency changes
C) The ECAB will be used for emergency changes where there may not be time to call a full CAB
D) The ECAB considers every high priority request for change (RFC)

Solutions: