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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which one of the following generates demand for services?

A) Patterns of business activity (PBA)
B) Infrastructure trends
C) Cost of providing support
D) Service level agreements (SLA)

2. Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

A) A service charter
B) A service transition package (STP)
C) A service option
D) A service design package (SDP)

3. Which of the following are classed as stakeholders in service management?
1.Customers
2.Users
3.Suppliers

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

4. Which of the following BEST describes technical management?

A) Senior managers responsibilities for all staff within the technical support function
B) A function that provides hardware repair services for technology involved in the delivery of service to customers
C) A function that includes providing technical expertise and overall management of the IT infrastructure
D) A function responsibilities for facilities management and building control systems

5. What are the three service provider business models?

A) Internal service provider, external service provider, outsourced 3rd party
B) Internal service operations provider, external service operations provider, shared service unit
C) Internal service provider, outsourced 3rd party and off-shore party
D) Internal service provider, external service provider, shared service unit

Solutions: