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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which of the following options is a hierarchy that is used in knowledge management?

A) Wisdom - Information - Data - Knowledge
B) Knowledge - Wisdom - Information - Data
C) Information - Data - Knowledge - Wisdom
D) Data - Information - Knowledge - Wisdom

2. Which one of the following functions would be responsible for the management of a data centre?

A) Application management
B) Facilities management
C) Service desk
D) Technical management

3. Which one of the following activities would be performed by access management?

A) Providing physical security for staff at data centers and other buildings
B) Managing access to the service desk
C) Managing the rights to use a service or group of services
D) Managing access to computer rooms and other secure locations

4. Who is responsible for defining metrics for change management?

A) The continual service improvement manager
B) The change advisory board (CAB)
C) The change management process owner
D) The service owner

5. Which one of the following is NOT a valid purpose or objective of problem management?

A) To prevent problems and resultant incidents
B) To manage problems throughout their lifecycle
C) To eliminate recurring incidents
D) To restore service to a user

Solutions: