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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

A) Internal customers
B) Valued customers
C) Strategic customers
D) External customers

2. Which of the following should be done when closing an incident?
1.Check the incident categorization and correct it if necessary
2.Check that the user is satisfied with the outcome

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

3. Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard?

A) The IT director
B) The process owner
C) The customer
D) The service owner

4. Which one of the following are the two primary elements that create value for customers?

A) Customer and user satisfaction
B) Value on investment (VOI) and return on investment (ROI)
C) Service requirements and warranty
D) Resources and capabilities

5. Which types of communication would the functions within service operation use?
1.Communication between data centre shifts
2.Communication related to changes
3.Performance reporting
4.Routine operational communication

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

Solutions: