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EXIN ITIL Foundation Sample Questions:

1. Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

A) Outside the normal working hours of the business unit.
B) Following a full change advisory board (CAB) to resolve any outstanding agenda items.
C) During peak or holiday periods when emergencies are more likely to occur.
D) In an emergency when it is not possible to convene a full CAB.

2. Which describes a proactive trigger for problem management?

A) Trending of historical incident records to identify one or more underlying causes
B) Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist
C) Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
D) Suspicion or detection of a cause of one or more incidents by the service desk

3. Which of the following is the correct definition of an outcome?

A) The result of carrying out an activity, following a process or delivering an IT service
B) All incidents reported to the service desk
C) All the accumulated knowledge of the service provider
D) The results specific to the clauses in a service level agreement (SLA)

4. Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function

A) 1 only
B) Neither of the above
C) Both of the above
D) 2 only

5. Service transition contains detailed descriptions of which processes?

A) Service level management, service portfolio management, service asset and configuration management
B) Service asset and configuration management, release and deployment management, request fulfilment
C) Change management, capacity management event management, service request management
D) Change management, service asset and configuration management, release and deployment management

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