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EXIN ITIL Foundation Sample Questions:

1. What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

A) The change authorization board
B) The change advisory board
C) The change manager
D) The change implementer

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

3. Which one of the following is the BEST definition of the term 'service management'?

A) Units of organizations with roles to perform certain activities
B) A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
C) The management of functions within an organization to perform certain activities
D) A set of specialized organizational capabilities for providing value to customers in the form of services

4. In which core ITIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

A) Service design
B) Service strategy
C) Service operation
D) Service transition

5. Which ITIL process is used to restore normal service operation as quickly as possible?

A) Incident management
B) Service level management
C) Availability management
D) Problem management

Solutions: