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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

A) Control of exposure to risk and investment of capital
B) Training in risk management for all staff and identification of risks
C) Identification of risk, analysis and management of the exposure to risk
D) Training of all staff and investment of capital

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

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

3. Which statement BEST represents the guidance on incident logging?

A) The service desk decide which incidents to log
B) Incidents must only be logged if a resolution is not immediately available
C) Only incidents reported to the service desk can be logged
D) All incidents must be fully logged

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

5. Which of the following can include steps that will help to resolve an incident?
1.Incident model
2.Known error record

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

Solutions: