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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following is the BEST definition of an event?

A) Any change of state that has significance for the management of a configuration item (CI) or IT service
B) Reducing or eliminating the cause of an incident or problem
C) The unknown cause of one or more incidents that have an impact on an IT service
D) An unplanned interruption to an IT service or a reduction in the quality of an IT service

2. Which one of the following activities would be performed by access management?

A) Managing access to computer rooms and other secure locations
B) Managing access to the service desk
C) Providing physical security for staff at data centers and other buildings
D) Managing the rights to use a service or group of services

3. What is the BEST description of the purpose of the service operation stage of the service lifecycle?

A) To proactively prevent all outages to IT services
B) To decide how IT will engage with suppliers during the service lifecycle
C) To design and build processes that will meet business needs
D) To deliver and manage IT services at agreed levels to business users and customers

4. Which one of the following is NOT the responsibility of service catalogue management?

A) Ensuring that information in the service catalogue is consistent with information in the service portfolio
B) Ensuring that service level agreements are maintained
C) Ensuring that information in the service catalogue is accurate
D) Ensuring that all operational services are recorded in the service catalogue

5. Which one of the following is the BEST description of a service request?

A) Anything that the customer wants and is prepared to pay for
B) A request from a user for information, advice or for a standard change
C) Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
D) Any request or demand that is entered by a user via a self-help web-based interface

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