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EXIN ITIL Foundation Sample Questions:

1. Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

A) Service transition
B) Continual service improvement
C) Service strategy
D) Service operation

2. What is the type of notification that should be sent when a threshold has been reached, something has changed or a failure has occurred?

A) A request for change
B) An emergency change
C) An emergency event
D) An alert

3. Which of the following is NOT an objective of Continual Service Improvement?

A) Improve the cost effectiveness of IT services without sacrificing customer satisfaction
B) Review and analyze Service Level Achievement results
C) Conduct activities to deliver and manage services at agreed levels to business users
D) Identify activities to improve the efficiency of service management processes

4. Which statement about stakeholders is TRUE?

A) Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement
B) Internal customers are always charged for the IT services they receive from the IT service provider organization
C) External customers are those who work for the same organization as the IT service provider
D) Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization

5. Which is the BEST definition of a supplier?

A) It is a third party responsible for supplying goods or services that are required to deliver IT services
B) It is a third party with responsibility for supplying goods or services that is agreed through an operational level agreement
C) It is a mixture of internal and external parties that are responsible for providing goods and services to its customer group
D) It is a shared services unit that is responsible for supplying goods or services that are required to deliver IT services

Solutions: