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EXIN ITIL Foundation Sample Questions:

1. Which one of the following do technology metrics measure?

A) The end-to-end service
B) Components
C) Customer satisfaction
D) Processes

2. Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

A) Implementing service and process improvements
B) Creating a baseline
C) Defining measurable targets
D) Reviewing measurements and metrics

3. Which process would you MOST expect to be involved in the management of underpinning contracts?

A) Service catalogue management
B) Change management
C) Release and deployment management
D) Supplier management

4. Which of the following BEST describes technical management?

A) Senior managers responsible for all staff within the technical support function
B) A function responsible for facilities management and building control systems
C) A function that includes providing technical expertise and overall management of the IT infrastructure
D) A function that provides hardware repair services for technology involved in the delivery of service to customers

5. Which areas of service management can benefit from automation?
1 . Design and modeling
2 . Reporting
3 . Pattern recognition and analysis
4 . Detection and monitoring

A) 1, 2 and 3 only
B) 1, 3 and 4 only
C) 2, 3 and 4 only
D) All of the above

Solutions: