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EXIN ITIL Foundation Sample Questions:

1. What should the IT service continuity process primarily support?

A) Mission critical services at peak business periods
B) Critical IT processes
C) All the services in the service portfolio
D) Business continuity strategy

2. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A) Incident management, service desk, request fulfilment, access management, and event management
B) Event management, incident management, problem management, request fulfilment, and access management
C) Event management, incident management, change management, and access management
D) Incident management, problem management, service desk, request fulfilment, and event management

3. What is the PRIMARY process for strategic communication with the service provider's customers?

A) Service desk
B) Business relationship management
C) Service catalogue management
D) Service portfolio management

4. 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

5. Which two processes will contribute MOST to enabling effective problem detection?

A) Knowledge and service level management
B) Change and release and deployment management
C) Incident and event management
D) Incident and financial management

Solutions: