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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which of the following are types of service defined in ITIL?
1.Core
2.Enabling
3.Special

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

2. Which one of the following is NOT an aim of the change management process?

A) To ensure that changes are recorded and evaluated
B) To ensure the impact of changes are understood
C) To deliver and manage IT services at agreed levels to business users
D) To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

3. What are customers of IT services who work in the same organization as the service provider known as?

A) Valued customers
B) Strategic customers
C) Internal customers
D) External customers

4. Which of the following is the BEST reason for categorizing incidents?

A) To identify whether the user is entitled to log an incident for this particular service
B) To ensure service levels are met and breaches of agreements are avoided
C) To enable the incident management database to be partitioned for greater efficiency
D) To establish trends for use in problem management and other IT service management (ITSM) activities

5. What are the three service provider business models?

A) Internal service provider, outsourced 3rd party and off-shore party
B) Internal service operations provider, external service operations provider, shared service unit
C) Internal service provider, external service provider, outsourced 3rd party
D) Internal service provider, external service provider, shared service unit

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