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EXIN ITIL Foundation Sample Questions:

1. Which of these should a change model include?
1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

A) 2 and 4 only
B) 1 and 3 only
C) 1,2 and 3 only
D) All of the above

2. Which is an objective of the design coordination process?

A) To ensure that all changes are assessed for their impact on service designs
B) TO handover new service level requirements to the service level management process
C) TO document the initial structure and relationship between services and customers
D) To ensure service design packages are handed over to service transition

3. Which is a reason why incident management interfaces with service level management?

A) To ensure that incident workarounds are acceptable to the customers
B) To ensure that problem records are circulated to all customers
C) To ensure that incident resolution times are aligned with business needs
D) To ensure that the status of faulty configuration items (CI) is recorded

4. In which document would you expect to see an overview of actual service achievements against targets?

A) Capacity plan
B) Service level agreement (SLA)
C) SLA monitoring chart (SLAM)
D) Operational level agreement (OLA)

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

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

Solutions: