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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. What is a service delivered between two business units in the same organization known as?

A) External service
B) Strategic service
C) Delivered service
D) Internal service

2. Which of the following is the BEST description of a centralized service desk?

A) There is a single desk in one location serving the whole organization
B) The desk is co-located within or physically close to the user community it serves
C) The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
D) The desk provides 24 hour global support

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

A) An agreement between the service provider and an internal organization
B) An agreement between a service provider and an external supplier
C) The part of a contract that specifies the responsibilities of each party
D) An agreement between the service provider and their customer

4. Which of the following statements describes the objectives of service asset and configuration management?
1.To identify, control, report and verify service assets and configuration items (CIs)
2.To account for, manage and protect the integrity of service assets and configuration items
3.To establish and maintain an accurate and complete configuration management system
4.To document all security controls together with their operation and maintenance

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

5. Which of the following BEST describes a problem?

A) A serious incident which has a critical impact to the business
B) The cause of one or more incidents
C) The cause of two or more incidents
D) An issue reported by a user

Solutions: