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EXIN ITIL Foundation Sample Questions:

1. Which of the following is the BEST reason for categorizing incidents?

A) To identify whether the user is entitled to log an incident for this particular service
B) To enable the incident management database to be partitioned for greater efficiency
C) To establish trends for use in problem management and other IT service management (ITSM) activities
D) To ensure service levels are met and breaches of agreements are avoided

2. Which process has the purpose to ensure that, by managing the risks which could seriously affect IT services, the IT service provider can always provide minimum agreed business-related service levels?

A) IT service continuity management
B) Change management
C) Service catalogue management
D) Financial management for IT services

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

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

4. Service transition contains detailed descriptions of which processes?

A) Service level management, service portfolio management, service asset and configuration management
B) Change management, service asset and configuration management, release and deployment management
C) Service asset and configuration management, release and deployment management, request fulfilment
D) Change management, capacity management event management, service request management

5. Which is an objective of event management?

A) To detect changes of state that have significance for management of an IT service
B) To maintain user satisfaction with the quality of IT services
C) To minimize the impact of incidents due to service failures that cannot be prevented
D) To provided a channel for users to receive standard services that they are expecting

Solutions: