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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A) Continual service improvement (CSI) approach
B) Incident model
C) RACI model
D) The Deming Cycle

2. Which one of the following is NOT an objective of problem management?

A) Minimizing the impact of incidents that cannot be prevented
B) Restoring normal service operation as quickly as possible
C) Preventing problems and resulting incidents from happening
D) Eliminating recurring incidents

3. Which one of the following is the purpose of service level management?

A) To create and populate a service catalogue
B) To ensure that sufficient capacity is provided to deliver the agreed performance of services
C) To carry out the service operations activities needed to support current IT services
D) To ensure that an agreed level of IT service is provided for all current IT services

4. When can a known error record be raised?
1.At any time it would be useful to do so
2.After a workaround has been found

A) 2 only
B) 1 only
C) Both of the above
D) Neither of the above

5. Which of the following are the MAIN objectives of incident management?
1.To automatically detect service-affecting events
2.To restore normal service operation as quickly as possible
3.To minimize adverse impacts on business operations

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

Solutions: