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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. What are customers of IT services who work in the same organization as the service provider known as?

A) External customers
B) Valued customers
C) Strategic customers
D) Internal customers

2. Which areas of service management can benefit from automation?
1.Design and modeling
2.Reporting
3.Pattern recognition and analysis
4.Detection and monitoring

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

3. At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A) Service transition: Plan and prepare for deployment
B) Service operation: IT operations management
C) Service strategy: Develop the offerings
D) Service design: Design the processes

4. Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

A) Customers
B) Internal departments
C) Suppliers, manufacturers and vendors
D) The facilities management function

5. Which of the following would NOT be contained in a release policy?

A) Naming and numbering conventions
B) The risk register for the release
C) Entry and exit criteria of the release into testing
D) Roles and responsibilities for the release

Solutions: