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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which of the following are within the scope of service asset and configuration management?
1.Identification of configuration items (CIs)
2.Recording relationships between CIs
3.Recording and control of virtual CIs
4.Approving finance for the purchase of software to support service asset and configuration management

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

2. Which of the following areas would technology help to support during the service lifecycle?
1.Data mining and workflow
2.Measurement and reporting
3.Release and deployment
4.Process design

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

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) Emergency change advisory board
C) Urgent change board
D) Urgent change authority

4. Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1.Details of failed changes
2.Updates to the change schedule
3.Reviews of completed changes

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

5. What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

A) Return on investment (ROI), value on investment (VOI), quality
B) Critical success factors (CSFs), key performance indicators (KPIs), activities
C) Technology, process and service
D) Strategic, tactical and operational

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