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EXIN ITIL Foundation Sample Questions:

1. Which problem management activity ensures that a problem can be easily tracked and management information can be obtained?

A) Detection
B) Escalation
C) Prioritization
D) Categorization

2. Which process is responsible for providing the rights to use an IT service?

A) Incident management
B) Request fulfillment
C) Access management
D) Change management

3. Which statement about stakeholders is TRUE?

A) Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization
B) Internal customers are always charged for the IT services they receive from the IT service provider organization
C) Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement
D) External customers are those who work for the same organization as the IT service provider

4. Which of the following should be done when closing an incident?
1 . Check the incident categorization and correct it if necessary
2 . Check that the user is satisfied with the outcome

A) 1 only
B) Neither of the above
C) 2 only
D) Both of the above

5. Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

A) To provide good-quality knowledge and information about services
B) To plan the resources required to manage a release
C) To ensure that a service can be managed and operated in accordance with constraints specified during design
D) To design and develop capabilities for service management

Solutions: