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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

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

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

2. Which one of the following generates demand for services?

A) Service level agreements (SLA)
B) Patterns of business activity (PBA)
C) Infrastructure trends
D) Cost of providing support

3. Which one of the following includes four stages called Plan, Do, Check and Act?

A) The seven-step improvement process
B) The continual service improvement approach
C) The service lifecycle
D) The Deming cycle

4. What is the name of the group that should review changes that must be implemented faster than the normal change process?

A) Urgent change board
B) Technical management
C) Emergency change advisory board
D) Urgent change authority

5. In which core UIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

A) Service transition
B) Service design
C) Service strategy
D) Service operation

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