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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which function or process would provide staff to monitor events in an operations bridge?

A) Applications management
B) Technical management
C) Request fulfillment
D) IT operations management

2. What is a RACI model used for?

A) Performance analysis
B) Monitoring services
C) Recording configuration items
D) Defining roles and responsibilities

3. The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

A) Identification of risk, analysis and management of the exposure to risk
B) Training of all staff and investment of capital
C) Training in risk management for all staff and identification of risks
D) Control of exposure to risk and investment of capital

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

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

5. Which one of the following is the BEST definition of the term service management?

A) A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
B) The management of functions within an organization to perform certain activities
C) A set of specialized organizational capabilities for providing value to customers in the form of services
D) Units of organizations with roles to perform certain activities

Solutions: