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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

A) Be kept up-to-date on the progress of an activity
B) Manage an activity
C) Be accountable for the outcome of an activity
D) Perform an activity

2. Which of these should a change model include?
1.The steps that should be taken to handle the change
2.Responsibilities; who should do what, including escalation
3.Timescales and thresholds for completion of the actions
4.Complaints procedures

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

3. Which is the correct definition of a customer facing service?

A) One which directly supports the business processes of customers
B) A service not directly used by the business
C) A service that cannot be allowed to fail
D) One which is not covered by a service level agreement

4. Access management is closely related to which other process?

A) Information security management
B) 3rd line support
C) Capacity management only
D) Change management

5. Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

A) Potential
B) Preparation
C) Profit
D) Products

Solutions: