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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which of the following statements about standard changes are CORRECT?
1.The approach is pre-authorized
2.The risk is usually low and well understood
3.Details of the change will be recorded
4.Some standard changes will be triggered by the request fulfilment process

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

2. What is the act of transforming resources and capabilities into valuable service better known as?

A) Resource management
B) Service management
C) Incident management
D) Service support

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

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

4. Availability management is directly responsible for the availability of which of the following?

A) IT services and components
B) IT services, components and business processes
C) Components and business processes
D) IT services and business processes

5. Which one of the following does service metrics measure?

A) Maturity and cost
B) Infrastructure availability
C) Functions
D) The end-to-end service

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