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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

A) Technology, process and service
B) Strategic, tactical and operational
C) Critical success factors (CSFs), key performance indicators (KPIs), activities
D) Return on investment (ROI), value on investment (VOI), quality

2. Which process or function is responsible for monitoring activities and events in the IT infrastructure?

A) Capacity management
B) IT operations management
C) Service level management
D) Incident management

3. In which of the following areas would ITIL complementary guidance provide assistance?
1.Adapting best practice for specific industry sectors
2.Integrating ITIL with other operating models

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

4. Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization?

A) Change policy
B) Risk register
C) Service request
D) Change proposal

5. Which of the following statements BEST describes the aims of release and deployment management?

A) To build, test and deliver the capability to provide the services specified by service design
B) To record and manage deviations, risks and issues related to the new or changed service
C) To ensure that each release package specified by service design consists of a set of related assets and service components
D) To ensure that all changes can be tracked, tested and verified if appropriate

Solutions: