文档介绍：sample examination
exam ITIL Foundation
code
number of pages 34
ITIL
Foundation Certificate in IT Service Management
(ITIL Foundation)
sample examination ()
edition 2004
content
2 introduction
3 examination
13 answer key
EXIN
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Introduction
This is the sample examination ITIL Foundation.
This sample examination consists of 40 multiple-choice questions. Each multiple-choice question
has a number of possible answers, of which only one is the correct answer.
The maximum number of points that can be obtained for this examination is 40. Each correct
answer is worth one point. If you obtain 26 points or more you have passed.
The time allowed for this examination is 60 minutes.
No rights may be derived from this information.
Good luck!
© EXIN 2004, ITIL Foundation 2/34
Exam
1 of 40
Which ITIL process or function deals with errors and questions about use of services, raised by
end users?
A. Availability Management
B. Service Level Management
C. Problem Management
D. Service Desk
2 of 40
What is the difference between a Known Error and a Problem?
A. The underlying cause of a Known Error is known. The underlying cause of a Problem is not
known
B. A Known Error involves an error in the IT infrastructure, A Problem does not involve such an
error.
C. A Known Error always originates from an Incident. This is not always the case with a Problem.
D. With a Problem, the relevant Configuration Items have been identified. This is not the case
with a Known Error.
3 of 40
Who determines the Forward Schedule of Changes (FSC)?
A. Change Manager
B. Change Advisory Board (CAB)
C. Custo