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EXIN ITIL Foundation Sample Questions:

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

A) To ensure that the status of faulty configuration items (CI) is recorded
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 incident workarounds are acceptable to the customers

2. Which statement about stakeholders is TRUE?

A) External customers are those who work for the same organization as the IT service provider
B) Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization
C) Internal customers are always charged for the IT services they receive from the IT service provider organization
D) Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement

3. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Availability management
B) Service level management
C) Change management
D) Continual service improvement

4. Which statement is CORRECT?

A) The configuration management system is part of the known error database
B) The configuration management system is part of the service knowledge management system.
C) The configuration management system is part of the configuration management database.
D) The service knowledge management system is part of the configuration management system.

5. Which of the following are classed as stakeholders in service management?
1 . Customers
2 . Users
3 . Suppliers

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

Solutions: