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EXIN ITIL Foundation Sample Questions:

1. What BEST describes the value of service strategy to the business?

A) It supports the creation of a portfolio of quantified services
B) It reduces the effort spent on managing test and pilot environments
C) It provides quick and effective access to standard services
D) It improves the control of service assets and configurations

2. The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?

A) Customer perceptions
B) Business vision
C) Business activity
D) Customer assets

3. Which is an objective of event management?

A) To detect changes of state that have significance for management of an IT service
B) To maintain user satisfaction with the quality of IT services
C) To minimize the impact of incidents due to service failures that cannot be prevented
D) To provided a channel for users to receive standard services that they are expecting

4. Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

A) A service transition package (STP)
B) A service design package (SDP)
C) A service charter
D) A service option

5. 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 authority
C) Urgent change board
D) Technical management

Solutions: