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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

A) No: the Known Error should be created before the problem is logged
B) No: a known error record should be created with the next release of the service
C) No: a known error record is created when the original incident is raised
D) Yes: for information purposes, a known error record can be created at any time it is prudent to do so

2. Which of the following statements is CORRECT for every process?
1.It delivers its primary results to a customer or stakeholder
2.It defines activities that are executed by a single function

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

3. What is the name of the group that should review changes that must be implemented faster than the normal change process?

A) Technical management
B) Urgent change board
C) Urgent change authority
D) Emergency change advisory board

4. Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?

A) Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented
B) Public frameworks are always cheaper to adopt
C) Proprietary knowledge has been tested in a wide range of environments
D) Public frameworks are prescriptive and tell you exactly what to do

5. Which one of the following does service metrics measure?

A) Functions
B) The end-to-end service
C) Maturity and cost
D) Infrastructure availability

Solutions: