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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which one of the following is NOT an aim of the change management process?

A) To ensure the impact of changes are understood
B) To ensure that changes are recorded and evaluated
C) To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
D) To deliver and manage IT services at agreed levels to business users

2. Which of these recommendations is best practice for service level management?
1.Include legal terminology in service level agreements (SLAs)
2.It is NOT necessary to be able to measure all the targets in an SLA

A) 1 only
B) Neither of the above
C) 2only
D) Both of the above

3. Which process includes business, service and component sub-processes?

A) Incident management
B) Service level management
C) Financial management
D) Capacity management

4. Which of the following activities would be performed by a process manager?
1.Monitoring and reporting on process performance
2.Identifying improvement opportunities
3.Appointing people to required roles

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

5. What is the result of carrying out an activity, following a process or delivering an IT service known as?

A) Incident
B) Change
C) Problem
D) Outcome

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