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EXIN ITIL Foundation Sample Questions:

1. Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
B) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
C) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
D) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

2. Which of the following statements MOST correctly identifies the scope of design coordination activities?

A) Only changes to business critical systems
B) Any change that the organization believes could benefit
C) Only changes that introduce new services
D) It is mandatory that all changes are subject to design coordination activity

3. Which processes are responsible for the regular review of underpinning contracts?

A) Supplier management and availability management
B) Supplier management and service level management
C) Supplier management and change management
D) Availability management and service level management

4. Which one of the following is NOT an objective of problem management?

A) Restoring normal service operation as quickly as possible
B) Eliminating recurring incidents
C) Minimizing the impact of incidents that cannot be prevented
D) Preventing problems and resulting incidents from happening

5. Where would you expect incident resolution targets to be documented?

A) A request for change (RFC)
B) The service portfolio
C) A service description
D) A service level agreement (SLA)

Solutions: