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EXIN ITIL Foundation Sample Questions:

1. Which of the following identifies the purpose of service transition planning and support?

A) Provide overall planning for service transitions and co-ordinate the resources they require
B) Ensure that all service transitions are properly authorized
C) To define testing scripts to ensure service transitions are unlikely to ever fail
D) Provide the resources to allow all infrastructure elements of a service transition to be recorded and tracked

2. Which of the following activities are performed by a service desk?
1 . Logging details of incidents and service requests
2 . Providing first-line investigation and diagnosis
3 . Restoring service
4 . Implementing all standard changes

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

3. Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels

A) A configuration management database (CMDB)
B) The service portfolio
C) The change schedule
D) The service knowledge management system (SKMS)

4. Which one of the following is it the responsibility of supplier management to negotiate and agree?

A) Service level agreements (SLAs)
B) The service portfolio
C) Operational level agreements (OLAs)
D) Third-party contracts

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

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

Solutions: