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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which one of the following is NOT an aim of the change management process?

A) To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
B) To ensure the impact of changes are understood
C) To ensure that changes are recorded and evaluated
D) To deliver and manage IT services at agreed levels to business users

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

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

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

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

4. Which of the following BEST describes service strategies value to the business?

A) Allows higher volumes of successful change
B) Reduction in unplanned costs through optimized handling of service outages
C) Reduction in the duration and frequency of service outages
D) Enabling the service provider to have a clear understanding of what levels of service will make their customers successful

5. Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle?

A) Service transition
B) Service strategy
C) Service operation
D) Continual service improvement

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