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EXIN ITIL Foundation Sample Questions:

1. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Continual service improvement
B) Service level management
C) Change management
D) Availability management

2. Which is an objective of event management?

A) To minimize the impact of incidents due to service failures that cannot be prevented
B) To maintain user satisfaction with the quality of IT services
C) To detect changes of state that have significance for management of an IT service
D) To provided a channel for users to receive standard services that they are expecting

3. Which one of the following is an objective of service catalogue management?

A) Negotiating and agreeing service level agreement
B) Ensuring that the service catalogue is made available to those approved to access it
C) Only ensuring that adequate technical resources are available
D) Negotiating and agreeing operational level agreements

4. Which one of the following is the BEST description of a relationship in service asset and configuration management?

A) Describes the topography of the hardware
B) Describes how the configuration items (CIs) work together to deliver the services
C) Defines which software should be installed on a particular piece of hardware
D) Defines how version numbers should be used in a release

5. How should entries in the CSI register be categorized?

A) Based on small, medium or, large undertakings that can be done quickly, medium term or long term
B) Based on IT service name, cost to the business and expected outcomes to the customer
C) Based on best improvement opportunities in the organization to achieve a competitive advantage
D) Based on priority, urgency and impact to the business and to all its stakeholders

Solutions: