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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

A) Capacity management
B) Business relationship management
C) Service catalogue management
D) Availability management

2. Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

A) To decide how IT will engage with suppliers during the service lifecycle
B) To proactively prevent all outages to IT services
C) To deliver and manage IT services at agreed levels to business users and customers
D) To design and build processes which will meet business needs

3. Which of the following is service transition planning and support NOT responsible for?

A) Detailed planning of the build and test of individual changes
B) Prioritizing conflicts for service transition resources
C) Coordinating the efforts required to manage multiple simultaneous transitions
D) Maintaining policies, standards and models for service transition activities and processes

4. Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1.Providing an understanding of what strategy is
2.Ensuring a working relationship between the customer and service provider
3.Defining how value is created

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

5. Which one of the following would NOT involve event management?

A) Recording and monitoring environmental conditions in the data centre
B) Intrusion detection
C) Recording service desk staff absence
D) Monitoring the status of configuration items

Solutions: