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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun

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

2. Which one of the following activities would be performed by access management?

A) Managing access to the service desk
B) Providing physical security for staff at data centers and other buildings
C) Managing access to computer rooms and other secure locations
D) Managing the rights to use a service or group of services

3. Which process is responsible for providing the rights to use an IT service?

A) Incident management
B) Access management
C) Change management
D) Request fulfillment

4. Which processes are responsible for the regular review of underpinning contracts?

A) Supplier management and availability management
B) Supplier management and change management
C) Availability management and service level management
D) Supplier management and service level management

5. Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
B) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
C) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
D) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

Solutions: