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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which process includes business, service and component sub-processes?

A) Incident management
B) Capacity management
C) Financial management
D) Service level management

2. Which one of the following is it the responsibility of supplier management to negotiate and agree?

A) The service portfolio
B) Operational level agreements (OLAs)
C) Service level agreements (SLAs)
D) Third-party contracts

3. Which one of the following is the BEST description of a service request?

A) Anything that the customer wants and is prepared to pay for
B) Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
C) A request from a user for information, advice or for a standard change
D) Any request or demand that is entered by a user via a self-help web-based interface

4. Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

A) Continual service improvement
B) Service operation
C) Service design
D) Service transition

5. Which one of the following is the BEST description of a major incident?

A) An incident which is so complex that it requires root cause analysis before a workaround can be found
B) An incident logged by a senior manager
C) An incident which requires a large number of people to resolve
D) An incident which has a high priority or a high impact on the business

Solutions: