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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
B) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
C) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
D) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve

2. Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun

A) 2, 3 and 4 only
B) 1, 2 and 3 only
C) 1, 3 and 4 only
D) 1, 2 and 4 only

3. Which of the following activities are performed by a 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

4. Which one of the following is the BEST description of a major incident?

A) An incident which requires a large number of people to resolve
B) An incident which has a high priority or a high impact on the business
C) An incident logged by a senior manager
D) An incident which is so complex that it requires root cause analysis before a workaround can be found

5. A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

A) Manage an activity
B) Be kept up-to-date on the progress of an activity
C) Perform an activity
D) Be accountable for the outcome of an activity

Solutions: