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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which of the following is the BEST description of a centralized service desk?

A) The desk uses technology and other support tools to give the impression that multiple desk locations are in one place
B) There is a single desk in one location serving the whole organization
C) The desk provides 24 hour global support
D) The desk is co-located within or physically close to the user community it serves

2. 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

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

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

4. Which function or process would provide staff to monitor events in an operations bridge?

A) Applications management
B) Request fulfillment
C) Technical management
D) IT operations management

5. Which one of the following is NOT part of the service design stage of the service lifecycle?

A) Producing quality, secure and resilient designs for new or improved services
B) Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
C) Designing and maintaining all necessary service transition packages
D) Measuring the effectiveness and efficiency of service design and the supporting processes

Solutions: