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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. What are the three types of metrics that an organization should collect to support continual service improvement (CSI)?

A) Return on investment (ROI), value on investment (VOI), quality
B) Technology, process and service
C) Critical success factors (CSFs), key performance indicators (KPIs), activities
D) Strategic, tactical and operational

2. From the perspective of the service provider, who is the person or group that agrees their service targets?

A) The customer
B) The administrator
C) The user
D) The supplier

3. Which one of the following is the BEST description of a relationship in service asset and configuration management?

A) Defines which software should be installed on a particular piece of hardware
B) Defines how version numbers should be used in a release
C) Describes the topography of the hardware
D) Describes how the configuration items (CIs) work together to deliver the services

4. The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

A) Data
B) Information
C) Governance
D) Knowledge

5. Which of the following is the correct definition of an outcome?

A) All incidents reported to the service desk
B) The result of carrying out an activity, following a process or delivering an IT service
C) All the accumulated knowledge of the service provider
D) The results specific to the clauses in a service level agreement (SLA)

Solutions: