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EXIN ITIL Foundation Sample Questions:

1. Which service lifecycle stage provides the following values to the business?

A) Service operation
B) Service strategy
C) Service design
D) Service transition

2. Can service operation improve efficiency in the business operation by automating common routines?

A) Yes, through automating common routines and introducing the service knowledge management System (SKMS)
B) No, automating common routines only results in preventing common problems
C) Yes, through automating common routines, more productive work can be carried out
D) No, automating common routines improves effectiveness but not efficiency

3. What BEST defines IT service management?

A) The implementation and management of quality IT services that meet business needs.
B) The customer of an IT Service provider who defines and agrees the service targets.
C) The resources that are utilized to provide value to customers through services.
D) An organization supplying services to only external customers.

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

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

5. An incident is proving difficult to resolve. A technician informs their manager that more resource is needed to restore the service.
What has taken place?

A) A functional escalation
B) A service level escalation
C) A hierarchic escalation
D) An incident resolution

Solutions: