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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) Change management
C) Service level management
D) Availability management

2. Which of the following is the BEST reason for categorizing incidents?

A) To ensure service levels are met and breaches of agreements are avoided
B) To identify whether the user is entitled to log an incident for this particular service
C) To enable the incident management database to be partitioned for greater efficiency
D) To establish trends for use in problem management and other IT service management (ITSM) activities

3. Which is an example of improving service utility using service management automation?

A) Reducing the time to compile service data
B) Faster resource allocation
C) Monitoring service availability
D) Pre-determined routing of a service request

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

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

5. Which one of the following can help determine the level of impact of a problem?

A) Definitive media library (DML)
B) Configuration management system (CMS)
C) Standard operating procedures (SOP)
D) Statement of requirements (SOR)

Solutions: