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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

A) Creating a baseline
B) Implementing service and process improvements
C) Reviewing measurements and metrics
D) Defining measurable targets

2. The definitive media library is the responsibility of:

A) Service asset and configuration management
B) Request fulfillment
C) Access management
D) Facilities management

3. Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle?

A) Service Operation
B) Service Strategy
C) Service Design
D) Continual Service Improvement

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

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

5. What is the PRIMARY process for strategic communication with the service provider's customers?

A) Business relationship management
B) Service catalogue management
C) Service portfolio management
D) Service desk

Solutions: