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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following would NOT be defined as part of every process?

A) Inputs and outputs
B) Metrics
C) Functions
D) Roles

2. Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1.Providing an understanding of what strategy is
2.Ensuring a working relationship between the customer and service provider
3.Defining how value is created

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

3. Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of "the four Ps."
What are these four Ps?

A) People, products, perspective, partners
B) People, process, partners, performance
C) People, process, products, partners
D) Performance, process, products, problems

4. Which one of the following is the BEST definition of the term service management?

A) A set of specialized organizational capabilities for providing value to customers in the form of services
B) The management of functions within an organization to perform certain activities
C) Units of organizations with roles to perform certain activities
D) A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

5. Which process is responsible for providing the rights to use an IT service?

A) Incident management
B) Request fulfillment
C) Access management
D) Change management

Solutions: