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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. What are the three service provider business models?

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

2. Which of the following should be considered when designing measurement systems, methods and metrics?
1.The services
2.The architectures
3.The configuration items
4.The processes

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

3. Which of the following statements about standard changes are CORRECT?
1.The approach is pre-authorized
2.The risk is usually low and well understood
3.Details of the change will be recorded
4.Some standard changes will be triggered by the request fulfilment process

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

4. Which one of the following is it the responsibility of supplier management to negotiate and agree?

A) The service portfolio
B) Service level agreements (SLAs)
C) Third-party contracts
D) Operational level agreements (OLAs)

5. Which one of the following activities would be performed by access management?

A) Managing access to computer rooms and other secure locations
B) Providing physical security for staff at data centers and other buildings
C) Managing the rights to use a service or group of services
D) Managing access to the service desk

Solutions: