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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. What is the name of the group that should review changes that must be implemented faster than the normal change process?

A) Technical management
B) Urgent change board
C) Emergency change advisory board
D) Urgent change authority

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

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

3. What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

A) Availability
B) Continuity
C) Serviceability
D) Capacity

4. Which process is responsible for dealing with complaints, comments, and general enquiries from users?

A) Demand management
B) Request fulfilment
C) Service portfolio management
D) Service level management

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

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

Solutions: