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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which reason describes why ITIL is so successful?

A) It is not tied to any particular vendor platform
B) It is designed to be used to manage projects
C) It tells service providers exactly how to be successful
D) The five ITIL volumes are concise

2. Where would you expect incident resolution targets to be documented?

A) A service description
B) The service portfolio
C) A service level agreement (SLA)
D) A request for change (RFC)

3. Which of the following processes are performed by the service desk?
1.Capacity management
2.Request fulfillment
3.Demand management
4.Incident management

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

4. Which of the following BEST describes the purpose of access management?

A) To prevent problems and resulting Incidents from happening
B) Provides the rights for users to be able to use a service or group of services
C) To provide a channel for users to request and receive standard services
D) To detect security events and make sense of them

5. Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

A) To proactively prevent all outages to IT services
B) To deliver and manage IT services at agreed levels to business users and customers
C) To design and build processes which will meet business needs
D) To decide how IT will engage with suppliers during the service lifecycle

Solutions: