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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. In terms of adding value to the business, which one of the following describes service operation s contribution?

A) Service value is modeled
B) Service value is visible to customers
C) Measures for optimization are identified
D) The cost of the service is designed, predicted and validated

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

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

3. Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

A) Service level management
B) Demand management
C) Financial management
D) Risk management

4. Which of the following types of service should be included in the scope of service portfolio management?
1.Those planned to be delivered
2.Those being delivered
3.Those that have been withdrawn from service

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

5. Which of the following is the BEST reason for categorizing incidents?

A) To enable the incident management database to be partitioned for greater efficiency
B) To ensure service levels are met and breaches of agreements are avoided
C) To establish trends for use in problem management and other IT service management (ITSM) activities
D) To identify whether the user is entitled to log an incident for this particular service

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