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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which one of the following would NOT involve event management?

A) Monitoring the status of configuration items
B) Recording service desk staff absence
C) Intrusion detection
D) Recording and monitoring environmental conditions in the data centre

2. Which of these recommendations is best practice for service level management?
1.Include legal terminology in service level agreements (SLAs)
2.It is NOT necessary to be able to measure all the targets in an SLA

A) 1 only
B) 2only
C) Both of the above
D) Neither of the above

3. Which of the following are classed as stakeholders in service management?
1.Customers
2.Users
3.Suppliers

A) 1 and 2 only
B) 2 and 3 only
C) 1 and 3 only
D) All of the above

4. The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

A) Governance
B) Information
C) Data
D) Knowledge

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

A) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
B) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
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: