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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. What are underpinning contracts used to document?

A) Service levels that have been agreed between the internal service provider and their customer
B) Metrics and critical success factors (CSFs) for internal support teams
C) The provision of IT services or business services by a service provider
D) The provision of goods and services by third party suppliers

2. Which of the following is NOT an objective of service transition?

A) To provide training and certification in project management
B) To ensure that a service can be operated, managed and supported
C) To provide quality knowledge and information about services and service assets
D) To plan and manage the capacity and resource requirements to manage a release

3. What guidance does ITIL give on the frequency of production of service reporting?

A) Reports should be produced weekly
B) Service reporting intervals must be defined and agreed with the customers
C) Service reporting intervals must be the same for all services
D) Reporting intervals should be set by the service provider

4. Which of the following BEST describes the purpose of access management?

A) Provides the rights for users to be able to use a service or group of services
B) To prevent problems and resulting Incidents from happening
C) To provide a channel for users to request and receive standard services
D) To detect security events and make sense of them

5. Which stage of the change management process deals with what should be done if the change is unsuccessful?

A) Prioritization
B) Review and close
C) Categorization
D) Remediation planning

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