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EXIN ITIL Foundation Sample Questions:

1. Which of the following processes are performed by the service desk?
1 . Capacity management
2 . Request fulfilment
3 . Demand management
4 . Incident management

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

2. A process owner has been identified with an "I" in a RACI matrix.
Which one of the following would be expected of them?

A) Manage an activity
B) Be kept up-to-date on the progress of an activity
C) Be accountable for the outcome of an activity
D) Perform an activity

3. Which of the following is the BEST description of a service-based service level agreement (SLA)?

A) An SLA for a service with no customers
B) An SLA that covers all customers for all services
C) The SLA covers an individual customer group for all services they use
D) The SLA covers one service, for all the customers of that service

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

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

5. Which two elements of financial management for IT services are mandatory?

A) Budgeting and accounting
B) Costing and charging
C) Accounting and charging
D) Budgeting and charging

Solutions: