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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A) Incident management, service desk, request fulfilment, access management, and event
management
B) Event management, incident management, problem management, request fulfilment, and access management
C) Event management, incident management, change management, and access management
D) Incident management, problem management, service desk, request fulfilment, and event management

2. Which of the following BEST describes a problem?

A) A serious incident which has a critical impact to the business
B) An issue reported by a user
C) The cause of two or more incidents
D) The cause of one or more incidents

3. Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Support the creation of a portfolio of quantified services

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

4. Which reason describes why ITIL is so successful?

A) The five ITIL volumes are concise
B) It tells service providers exactly how to be successful
C) It is not tied to any particular vendor platform
D) It is designed to be used to manage projects

5. Which of the following are the MAIN objectives of incident management?
1.To automatically detect service-affecting events
2.To restore normal service operation as quickly as possible
3.To minimize adverse impacts on business operations

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

Solutions: