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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which of the following activities are performed by a service desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

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

2. Which of the following statements correctly states the relationship between urgency, priority and impact?

A) Priority should be based on impact and urgency
B) Impact, priority and urgency are independent of each other
C) Urgency should be based on impact and priority
D) Impact should be based on urgency and priority

3. Which of the following is the best definition of service management?

A) A set of specialized organizational capabilities for providing value to customers in the form of services
B) The ability to keep services highly available to meet the business needs
C) A complete set of all the documentation required to deliver world class services to customers
D) An internationally recognized methodology to provide valuable services to customers

4. Which of the following BEST describes partners' in the phrase people, processes, products and partners"?

A) Customers
B) Internal departments
C) The facilities management function
D) Suppliers, manufacturers and vendors

5. Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

A) To design and develop capabilities for service management
B) To ensure that a service can be managed and operated in accordance with constraints specified during design
C) To provide good-quality knowledge and information about services
D) To plan the resources required to manage a release

Solutions: