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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which one of the following is NOT a characteristic of a process?

A) It structure an organization
B) It responds to specific events
C) It is measureable
D) It delivers specific results

2. Service transition contains detailed descriptions of which processes?

A) Change management, service asset and configuration management, release and deployment management
B) Change management, capacity management event management, service request management
C) Service level management, service portfolio management, service asset and configuration management
D) Service asset and configuration management, release and deployment management, request fulfillment

3. Which of the following are basic concepts used in access management?

A) Personnel, electronic, network, emergency, identity
B) Rights, access, identity, directory services, service/service components
C) Normal, temporary, emergency, personal, group
D) Physical, personnel, network, emergency, service

4. Which types of communication would the functions within service operation use?
1.Communication between data centre shifts
2.Communication related to changes
3.Performance reporting
4.Routine operational communication

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

5. Which role is accountable for the operational management of a process?

A) Service manager
B) Process manager
C) Process practitioner
D) Change manager

Solutions: