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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following is an objective of service transition?

A) To plan and manage entries in the service catalogue
B) To ensure that service changes create the expected business value
C) To minimize the impact of service outages on day-to-day business activities
D) To negotiate service levels for new services

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

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

3. Which one of the following does service metrics measure?

A) Maturity and cost
B) The end-to-end service
C) Functions
D) Infrastructure availability

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

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

5. Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun

A) 1, 3 and 4 only
B) 1, 2 and 4 only
C) 2, 3 and 4 only
D) 1, 2 and 3 only

Solutions: