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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?

A) Training in risk management for all staff and identification of risks
B) Training of all staff and investment of capital
C) Control of exposure to risk and investment of capital
D) Identification of risk, analysis and management of the exposure to risk

2. The BEST description of an incident is:

A) Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not
B) An unplanned disruption of service unless there is a backup to that service
C) An unplanned interruption to service or a reduction in the quality of service
D) Any disruption to service whether planned or unplanned

3. What are the categories of event described in the ITIL service operation book?

A) Warning, reactive, proactive
B) Informational, warning, exception
C) Scheduled, unscheduled, emergency
D) Informational, scheduled, normal

4. Which of the following is the BEST description of a centralized service desk?

A) The desk provides 24 hour global support
B) There is a single desk in one location serving the whole organization
C) The desk is co-located within or physically close to the user community it serves
D) The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

5. What is the BEST description of the purpose of the service operation stage of the service lifecycle?

A) To decide how IT will engage with suppliers during the service lifecycle
B) To deliver and manage IT services at agreed levels to business users and customers
C) To design and build processes that will meet business needs
D) To proactively prevent all outages to IT services

Solutions: