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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. What would be the next step in the continual service improvement (CSI) model after?
1.What is the vision?
2.Where are we now?
3.Where do we want to be?
4.How do we get there?
5.Did we get there?
6.?

A) What is the value on investment (VOI)?
B) How do we keep the momentum going?
C) What is the return on investment (ROI)?
D) How much did it cost?

2. Which of the following are valid parts of the service portfolio?
1.Service pipeline
2.Service knowledge management system (SKMS)
3.Service catalogue

A) 1 and 2 only
B) 1 and 3 only
C) All of the above
D) 3 only

3. Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

A) Defining measurable targets
B) Creating a baseline
C) Reviewing measurements and metrics
D) Implementing service and process improvements

4. Which of the following are the MAIN objectives of incident management?
1.To automatically detect service-affecting events
2.To restore normal service operation as quickly as possible
3.To minimize adverse impacts on business operations

A) 1 and 2 only
B) 1 and 3 only
C) All of the above
D) 2 and 3 only

5. Which one of the following is the BEST definition of an event?

A) An unplanned interruption to an IT service or a reduction in the quality of an IT service
B) The unknown cause of one or more incidents that have an impact on an IT service
C) Any change of state that has significance for the management of a configuration item (CI) or IT service
D) Reducing or eliminating the cause of an incident or problem

Solutions: