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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which one of the following is NOT a valid purpose or objective of problem management?

A) To eliminate recurring incidents
B) To restore service to a user
C) To manage problems throughout their lifecycle
D) To prevent problems and resultant incidents

2. Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun

A) 1, 2 and 4 only
B) 1, 2 and 3 only
C) 1, 3 and 4 only
D) 2, 3 and 4 only

3. Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

A) Business relationship management
B) Availability management
C) Capacity management
D) Service catalogue management

4. Which of the following activities would be performed by a process manager?
1.Monitoring and reporting on process performance
2.Identifying improvement opportunities
3.Appointing people to required roles

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

5. What do customer perceptions and business outcomes help to define?

A) The value of a service
B) Governance
C) Key performance indicators (KPIs)
D) Total cost of ownership (TCO)

Solutions: