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EXIN ITIL Foundation Sample Questions:

1. Which one of the following is an objective of service catalogue management?

A) Negotiating and agreeing operational level agreements
B) Negotiating and agreeing service level agreement
C) Only ensuring that adequate technical resources are available
D) Ensuring that the service catalogue is made available to those approved to access it

2. What is the BEST definition of an internal service?

A) It is a service delivered between departments or business units in the same organization
B) It is a service delivered to the terms of a contract which enables a customer to achieve business outcomes
C) It is any customer-facing service delivered by an outsourced provider
D) It is a supporting service delivered between functions of the IT service provider

3. . Which is the CORRECT description of an outcome?

A) The prediction of the future demand requirements for an activity, process or IT service
B) The design and development of the activities that make up a process or IT service
C) The inputs that trigger an action for an activity, process or IT service
D) The result of carrying out an activity, following a process, or delivering an IT service

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

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

5. Which function is responsible for the closure of an incident record?

A) Event management
B) The service desk
C) Any appropriate function
D) Either the service desk or an appropriate third party engineer

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