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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Support the creation of a portfolio of quantified services

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

2. Which of these should a change model include?
1.The steps that should be taken to handle the change
2.Responsibilities; who should do what, including escalation
3.Timescales and thresholds for completion of the actions
4.Complaints procedures

A) 2 and 4 only
B) 1 and 3 only
C) All of the above
D) 1, 2 and 3 only

3. Which of the following identify the purpose of business relationship management?
1.To establish and maintain a business relationship between service provider and customer
2.To identify customer needs and ensure that the service provider is able to meet

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

4. Which one of the following includes four stages called Plan, Do, Check and Act?

A) The seven-step improvement process
B) The continual service improvement approach
C) The Deming Cycle
D) The service lifecycle

5. At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A) Service strategy: Develop the offerings
B) Service operation: IT operations management
C) Service design: Design the processes
D) Service transition: Plan and prepare for deployment

Solutions: