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EXIN ITIL Foundation Sample Questions:

1. A technician is finding it difficult to resolve an incident and informs the manager that more resource is needed to restore the service.
What has taken place within the SLA target?

A) An incident resolution
B) A hierarchic escalation
C) A service level escalation
D) A functional escalation

2. . Which is the CORRECT description of an outcome?

A) The inputs that trigger an action for an activity, process or IT service
B) The result of carrying out an activity, following a process, or delivering an IT service
C) The design and development of the activities that make up a process or IT service
D) The prediction of the future demand requirements for an activity, process or IT service

3. What is the BEST description of the CSI register?

A) It is a record of completed improvements and the relevant customer satisfaction metric
B) It is a record of proposed improvement opportunities and the benefits that will be achieved
C) It is a record of new services to be approved by a customer, including proposed implementation dates
D) It is a record of all authorised changes and their planned implementation dates

4. Which of the following statements BEST describes the aims of release and deployment management?

A) To ensure that each release package specified by service design consists of a set of related assets and service components
B) To build, test and deliver the capability to provide the services specified by service design
C) To record and manage deviations, risks and issues related to the new or changed service
D) To ensure that all changes can be tracked, tested and verified if appropriate

5. Which of the following should be done when closing an incident?
1 . Check the incident categorization and correct it if necessary
2 . Check that the user is satisfied with the outcome

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

Solutions: