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EXIN ITIL Foundation Sample Questions:

1. Which process is responsible for sourcing and delivering components of requested standard services?

A) Service desk
B) IT finance
C) Request fulfilment
D) Service portfolio management

2. Which is the correct definition of a customer facing service?

A) One which is not covered by a service level agreement
B) A service that cannot be allowed to fail
C) One which directly supports the business processes of customers
D) A service not directly used by the business

3. What is the best description of an external customer?

A) Customers who are not part of the same organization as the service provider
B) Anyone who gets charged for the delivered services
C) Someone who works in the same organization but in a different business unit to the service provider
D) Customers for whom the cost of the service is the primary driver

4. Which is the CORRECT list of metrics to support CSI activities?

A) Technology, customer and business
B) Process, technology and service
C) Customer, business and process
D) Business, service and technology

5. Which one of the following do major incidents require?

A) Separate procedures
B) Longer timescales
C) Less urgency
D) Less documentation

Solutions: