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EXIN ITIL Foundation Sample Questions:

1. Which of the following are the MAIN objectives of incident management?
1 . To automatically detect service-affecting events
2 . To restore normal service operation as quickly as possible
3 . To minimize adverse impacts on business operations

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

2. The configuration management system is part of which system?

A) The service knowledge management system
B) The availability management information system
C) The information security management system
D) The capacity management information system

3. What is a service delivered between two business units in the same organization known as?

A) Delivered service
B) External service
C) Internal service
D) Strategic service

4. Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

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

5. Which statement should NOT be part of the value proposition for Service Design?

A) Improved quality of service
B) Improved Service alignment with business goals
C) Reduced total cost of ownership
D) Better balance of technical skills to support live services

Solutions: