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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

A) People, process, products, partners
B) People, process, partners, performance
C) People, products, plans, partners
D) Performance, process, products, plans

2. Which process would ensure that utility and warranty requirements are properly addressed in service designs?

A) Design coordination
B) Capacity management
C) Availability management
D) Release management

3. Which of the following is NOT a source of best practice?

A) Internal experience
B) Technology
C) Standards
D) Academic research

4. Which of the following processes are performed by the service desk?
1.Capacity management
2.Request fulfillment
3.Demand management
4.Incident management

A) 2 and 4 only
B) 3 and 4 only
C) 2 only
D) All of the above

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

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

Solutions: