EXIN ITIL Foundation : ITIL-F

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EXIN ITIL Foundation Sample Questions:

1. Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet

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

2. Which three types of metric support Continual Service Improvement (CSI) activities?

A) Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
B) Technology metrics, process metrics and service metrics
C) Process metrics, software metrics and financial metrics
D) Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics

3. What is a change of state that has significance for the management of a configuration item (CI) called?

A) A request for change (RFC.
B) An event
C) A baseline
D) A change to a service level agreement

4. A Service design package (SDP) would normally be produced for which of the following?
1 . A new IT service
2 . A major change to an IT service
3 . An emergency change to an IT service
4 . An IT service retirement

A) 1, 2 and 4 only
B) 2, 3 and 4 only
C) None of the above
D) All of the above

5. Which describes a proactive trigger for problem management?

A) Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
B) Suspicion or detection of a cause of one or more incidents by the service desk
C) Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist
D) Trending of historical incident records to identify one or more underlying causes

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