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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following can help determine the level of impact of a problem?

A) Definitive media library (DML)
B) Configuration management system (CMS)
C) Statement of requirements (SOR)
D) Standard operating procedures (SOP)

2. Which one of the following is an objective of service transition?

A) To negotiate service levels for new services
B) To ensure that service changes create the expected business value
C) To minimize the impact of service outages on day-to-day business activities
D) To plan and manage entries in the service catalogue

3. Which one of the following includes four stages called Plan, Do, Check and Act?

A) The service lifecycle
B) The seven-step improvement process
C) The continual service improvement approach
D) The Deming cycle

4. Which processes are responsible for the regular review of underpinning contracts?

A) Supplier management and change management
B) Availability management and service level management
C) Supplier management and service level management
D) Supplier management and availability management

5. Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
B) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
C) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
D) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

Solutions: