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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which of the following should be done when closing an incident?
1.Check the incident categorization and correct it if necessary
2.Check that the user is satisfied with the outcome

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

2. Which of the following is NOT a source of best practice?

A) Internal experience
B) Standards
C) Academic research
D) Technology

3. Which of the following should be documented in an incident model?
1.Details of the service level agreement (SLA) pertaining to the incident
2.Chronological order of steps to resolve the incident

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

4. Which role is accountable for the operational management of a process?

A) Process manager
B) Service manager
C) Process practitioner
D) Change manager

5. Which of the following would be most useful in helping to implement a workaround as quickly as possible?

A) A capacity database
B) A known error database
C) A definitive media library
D) A request for change

Solutions: