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EXIN ITIL V3 Foundation Sample Questions:

1. What are theprocesses within Service Operation?

A) Event Management, Incident Management, Problem Management, Request Fulfillment and Access Management
B) Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management
C) Incident Management, ProblemManagement, Service Desk, Request Fulfillment and Management
D) Event Management, Incident Management. Change Management and Access Management

2. Which of the following might be used to manage an Incident?
1.Incident Model
2.Known Error Record

A) 1 only
B) Neither of the above
C) 2 only
D) Both of the above

3. Which of the following activities are performed by a service 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) 3 and 4 only
C) 2 and 4 only
D) All of the above

4. Which of the following statements about processes is INCORRECT?

A) They deliver specific results
B) They are measurable
C) They respond to specific events
D) They are units oforganizations

5. What is theprimary focus of the business management?

A) Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology
B) Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
C) Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
D) Review of all capacity supplier agreements and underpinning contracts with supplier management

Solutions:

Question # 1 Answer: A

Question # 2 Answer: D

Question # 3 Answer: A

Question # 4 Answer: D

Question # 5 Answer: C