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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which process has the following objective, 'Produce service design packages (SDPs) based on service charters and change requests'?

A) Design coordination
B) Change management
C) Service level management
D) Service transition planning and support

2. Which one of the following is NOT an aim of the change management process?

A) To ensure that changes are recorded and evaluated
B) To ensure the impact of changes are understood
C) To deliver and manage IT services at agreed levels to business users
D) To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

3. Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

A) Availability management
B) Capacity management
C) Business relationship management
D) Service catalogue management

4. Which of the following is NOT an objective of request fulfillment?

A) To source and deliver the components of standard services that have been requested
B) To update the service catalogue with services that may be requested through the service desk
C) To provide a channel for users to request and receive standard services
D) To provide information to users about what services are available and how to request them

5. Which of the following is service transition planning and support NOT responsible for?

A) Detailed planning of the build and test of individual changes
B) Prioritizing conflicts for service transition resources
C) Coordinating the efforts required to manage multiple simultaneous transitions
D) Maintaining policies, standards and models for service transition activities and processes

Solutions: