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

2. A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

A) No: a known error record is created when the original incident is raised
B) Yes: for information purposes, a known error record can be created at any time it is prudent to do so
C) No: the Known Error should be created before the problem is logged
D) No: a known error record should be created with the next release of the service

3. Which process includes business, service and component sub-processes?

A) Service level management
B) Incident management
C) Financial management
D) Capacity management

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

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

5. Which of the following statements BEST describes the aims of release and deployment management?

A) To record and manage deviations, risks and issues related to the new or changed service
B) To build, test and deliver the capability to provide the services specified by service design
C) To ensure that each release package specified by service design consists of a set of related assets and service components
D) To ensure that all changes can be tracked, tested and verified if appropriate

Solutions: