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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which areas of service management can benefit from automation?
1.Design and modeling
2.Reporting
3.Pattern recognition and analysis
4.Detection and monitoring

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

2. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A) Stakeholders
B) Regulators
C) Accreditors
D) Employers

3. Which one of the following generates demand for services?

A) Infrastructure trends
B) Service level agreements (SLA)
C) Patterns of business activity (PBA)
D) Cost of providing support

4. Which of the following is NOT a valid objective of problem management?

A) To prevent problems and their resultant Incidents
B) To restore service to a user
C) To manage problems throughout their lifecycle
D) To eliminate recurring incidents

5. Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?

A) Performance, process, products, problems
B) People, process, products, partners
C) People, process, partners, performance
D) People, products, perspective, partners

Solutions: