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EXIN ITIL Foundation Sample Questions:

1. What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

A) Critical success factors (CSFs), key performance indicators (KPIs), activities
B) Return on investment (ROI), value on investment (VOI), quality
C) Strategic, tactical and operational
D) Technology, process and service

2. What BEST describes the customers and users of an IT service provider?

A) Customers agree the service levels; users buy IT services
B) Customers buy IT services; users use IT services
C) Customers sell IT services; users improve IT services
D) Customers design IT services; users test IT services

3. Which of the following should be documented in an incident model?
1 . Details of the service level agreement (SLA) pertaining to the incident
2 . Chronological order of steps to resolve the incident

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

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

A) It reduces the effort spent on managing test and pilot environments
B) It improves the control of service assets and configurations
C) It supports the creation of a portfolio of quantified services
D) It provides quick and effective access to standard services

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

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

Solutions: