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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which one of the following is NOT a characteristic of a process?

A) It responds to specific events
B) It delivers specific results
C) It structure an organization
D) It is measureable

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

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

3. Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

A) Internal
B) Service desk
C) Shared services unit
D) External

4. Which areas of service management can benefit from automation?
1.Design and modeling
2.Reporting
3.Pattern recognition and analysis
4.Detection and monitoring

A) 1, 2 and 3 only
B) All of the above
C) 1, 3 and 4 only
D) 2, 3 and 4 only

5. Which of the following are objectives of service level management?
1: Defining, documenting and agreeing the level of FT services to be provided
2: Monitoring, measuring and reporting the actual level of services provided
3: Monitoring and improving customer satisfaction
4:
Identifying possible future markets that the service provider could operate in

A) 1, 2 and 4 only
B) 1, 2 and 3 only
C) All of the above
D) 1 and 2 only

Solutions: