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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following is the BEST description of a major incident?

A) An incident which has a high priority or a high impact on the business
B) An incident which is so complex that it requires root cause analysis before a workaround can be found
C) An incident which requires a large number of people to resolve
D) An incident logged by a senior manager

2. Which process includes business, service and component sub-processes?

A) Incident management
B) Capacity management
C) Service level management
D) Financial management

3. Which areas of service management can benefit from automation?
1.Design and modeling
2.Reporting
3.Pattern recognition and analysis
4.Detection and monitoring

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

4. In which core UIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

A) Service strategy
B) Service design
C) Service transition
D) Service operation

5. Which process is responsible for providing the rights to use an IT service?

A) Incident management
B) Change management
C) Request fulfillment
D) Access management

Solutions: