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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. What is the act of transforming resources and capabilities into valuable service better known as?

A) Service management
B) Incident management
C) Service support
D) Resource management

2. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A) Incident management, problem management, service desk, request fulfilment, and event management
B) Event management, incident management, change management, and access management
C) Event management, incident management, problem management, request fulfilment, and access management
D) Incident management, service desk, request fulfilment, access management, and event
management

3. What is the BEST description of the purpose of the service operation stage of the service lifecycle?

A) To proactively prevent all outages to IT services
B) To decide how IT will engage with suppliers during the service lifecycle
C) To design and build processes that will meet business needs
D) To deliver and manage IT services at agreed levels to business users and customers

4. Which of the following BEST describes service strategies value to the business?

A) Reduction in unplanned costs through optimized handling of service outages
B) Allows higher volumes of successful change
C) Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
D) Reduction in the duration and frequency of service outages

5. Which of the following is the correct definition of an outcome?

A) The results specific to the clauses in a service level agreement (SLA)
B) The result of carrying out an activity, following a process or delivering an IT service
C) All the accumulated knowledge of the service provider
D) All incidents reported to the service desk

Solutions: