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EXIN ITIL Foundation Sample Questions:

1. Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
B) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
C) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
D) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

2. What is the act of transforming resources and capabilities into valuable service better known as?

A) Resource management
B) Service management
C) Incident management
D) Service support

3. What type of services are NOT directly used by the business but are required by the service provider to deliver customer facing services?

A) Supporting services
B) Business services
C) Customer services
D) Component services

4. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A) Stakeholders
B) Regulators
C) Employers
D) Accreditors

5. Which process would you MOST expect to be involved in the management of underpinning contracts?

A) Service catalogue management
B) Release and deployment management
C) Change management
D) Supplier management

Solutions: