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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which of the following options is a hierarchy that is used in knowledge management?

A) Knowledge - Wisdom - Information - Data
B) Information - Data - Knowledge - Wisdom
C) Wisdom - Information - Data - Knowledge
D) Data - Information - Knowledge - Wisdom

2. Which process would ensure that utility and warranty requirements are properly addressed in service designs?

A) Capacity management
B) Availability management
C) Release management
D) Design coordination

3. Which one of the following is an objective of service catalogue management?

A) Ensuring that the service catalogue is made available to those approved to access it
B) Only ensuring that adequate technical resources are available
C) Negotiating and agreeing operational level agreements
D) Negotiating and agreeing service level agreement

4. Which one of the following is the BEST definition of reliability?

A) How quickly a service or component can be restored to normal working order
B) The availability of a service or component
C) The level of risk that affects a service or process
D) How long a service or configuration item (CI) can perform its function without failing

5. Which is the correct definition of a customer facing service?

A) One which directly supports the business processes of customers
B) A service not directly used by the business
C) One which is not covered by a service level agreement
D) A service that cannot be allowed to fail

Solutions: