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EXIN ITIL Foundation Sample Questions:

1. What would be the next step in the continual service improvement (CSI) model after:
1. What is the vision?
2. Where are we now?
3. Where do we want to be?
4. How do we get there?
5. Did we get there?
6. ?

A) How much did it cost?
B) What is the value on investment (VOI)?
C) What is the return on investment (ROI)?
D) How do we keep the momentum going?

2. Where would you expect incident resolution targets to be documented?

A) The service portfolio
B) A service description
C) A service level agreement (SLA)
D) A request for change (RFC)

3. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A) Accreditors
B) Employers
C) Stakeholders
D) Regulators

4. Which three types of metric support Continual Service Improvement (CSI) activities?

A) Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
B) Process metrics, software metrics and financial metrics
C) Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics
D) Technology metrics, process metrics and service metrics

5. What guidance does ITIL give on the frequency of production of service reporting?

A) Service reporting intervals must be defined and agreed with the customers
B) Service reporting intervals must be the same for all services
C) Reports should be produced weekly
D) Reporting intervals should be set by the service provider

Solutions: