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EXIN ITIL Foundation Sample Questions:

1. Which is the CORRECT activity to carry out the "How do we get there" phase of the Continual Service Improvement approach?

A) Measurable targets
B) Baseline assessments
C) Policy and governance review
D) Service and process improvement

2. What do major incidents require?

A) Separate procedures.
B) Longer timescales
C) Less urgency
D) Less documentation

3. Which of the following is the correct definition of an outcome?

A) All the accumulated knowledge of the service provider
B) The results specific to the clauses in a service level agreement (SLA)
C) All incidents reported to the service desk
D) The result of carrying out an activity, following a process or delivering an IT service

4. Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet

A) Both of the above
B) 2 only
C) 1 only
D) Neither of the above

5. Which one of the following is the BEST definition of the term 'service management'?

A) A group of interrelated, interacting or independent components that form a unified whole, operating together for a common purpose
B) The management of functions within an organization to perform certain activities
C) A set of specialized organizational capabilities for providing value to customers in the form of services
D) Units of organizations with roles to perform certain activities

Solutions: