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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which role is accountable for the operational management of a process?

A) Process practitioner
B) Process manager
C) Change manager
D) Service manager

2. Which of the following types of service should be included in the scope of service portfolio management?
1.Those planned to be delivered
2.Those being delivered
3.Those that have been withdrawn from service

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

3. Which of the following activities are performed by a service desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

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

4. Which one of the following do major incidents require?

A) Less urgency
B) Less documentation
C) Longer timescales
D) Separate procedures

5. What should a service always deliver to customers?

A) Infrastructure
B) Value
C) Resources
D) Applications

Solutions: