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EXIN ITIL Foundation Sample Questions:

1. Third parties responsible for supplying goods or services that are required to deliver IT services is a description of which stakeholder?

A) Suppliers
B) External Consultants
C) External Customers
D) Operations

2. What do customer perceptions and business outcomes help to define?

A) The value of a service
B) Governance
C) Key performance indicators (KPIs)
D) Total cost of ownership (TCO)

3. Which of the following are the MAIN objectives of incident management?
1 . To automatically detect service-affecting events
2 . To restore normal service operation as quickly as possible
3 . To minimize adverse impacts on business operations

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

4. What BEST describes the value of service design to the business?

A) It provides quick and effective access to standard services
B) It reduces total cost of ownership (TCO) of services
C) It improves the control of service assets and configurations
D) It supports the creation of a portfolio of quantified services

5. Which areas are NOT measured by process KPIs?
1 . Technology
2 . Performance
3 . Value
4 . Compliance

A) 1, 2 and 3 only
B) 2, 3 and 4 only
C) 1, 3 and 4 only
D) 1, 2 and 4 only

Solutions: