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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which one of the following statements BEST describes a definitive media library (DML)?

A) A secure library where definitive authorized versions of all software and back-ups are stored and protected
B) A secure location where definitive hardware spares are held
C) A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected
D) A database that contains definitions of all media CIs

2. In which of the following should details of a workaround be documented?

A) The availability management information system
B) The problem record
C) The IT service plan
D) The service level agreement (SLA)

3. Which of the following activities are performed by a desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

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

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

5. Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1.Monitoring system availability
2.Designing availability into a proposed solution

A) 2 only
B) Both of the above
C) None of the above
D) 1 only

Solutions: