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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which of the following would be most useful in helping to implement a workaround as quickly as possible?

A) A capacity database
B) A known error database
C) A definitive media library
D) A request for change

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

3. Which is the correct definition of a customer facing service?

A) One which directly supports the business processes of customers
B) One which is not covered by a service level agreement
C) A service that cannot be allowed to fail
D) A service not directly used by the business

4. Which process is responsible for sourcing and delivering components of requested standard services?

A) IT finance
B) Request fulfilment
C) Service portfolio management
D) Service desk

5. Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

A) Products
B) Potential
C) Preparation
D) Profit

Solutions: