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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

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

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

2. What is a service delivered between two business units in the same organization known as?

A) External service
B) Strategic service
C) Internal service
D) Delivered service

3. What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A) Customer services
B) Component services
C) Business services
D) Supporting services

4. With which process is problem management likely to share categorization and impact coding systems?

A) IT service continuity management
B) Incident management
C) Capacity management
D) Service asset and configuration management

5. Which process is responsible for sourcing and delivering components of requested standard services?

A) IT finance
B) Service desk
C) Request fulfilment
D) Service portfolio management

Solutions: