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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which one of the following statements about incident reporting and logging is CORRECT?

A) Incidents reported by technical staff must also be logged as problems
B) All calls to the service desk must be logged as incidents
C) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
D) Incidents can only be reported by users

2. Which one of the following activities is NOT part of the Deming Cycle?

A) Act
B) Co-ordinate
C) Do
D) Plan

3. Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun

A) 1, 2 and 4 only
B) 1, 2 and 3 only
C) 2, 3 and 4 only
D) 1, 3 and 4 only

4. Which of the following is MOST concerned with the design of new or changed services?

A) Service design
B) Service transition
C) Change management
D) Service strategy

5. Which of the following processes are performed by the service desk?
1.Capacity management
2.Request fulfillment
3.Demand management
4.Incident management

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

Solutions: