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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

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

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

2. What is the name of the group that should review changes that must be implemented faster than the normal change process?

A) Technical management
B) Urgent change board
C) Urgent change authority
D) Emergency change advisory board

3. Who is responsible for defining metrics for change management?

A) The change advisory board (CAB)
B) The service owner
C) The continual service improvement manager
D) The change management process owner

4. Which one of the following is the BEST description of a major incident?

A) An incident logged by a senior manager
B) An incident which requires a large number of people to resolve
C) An incident which has a high priority or a high impact on the business
D) An incident which is so complex that it requires root cause analysis before a workaround can be found

5. Which one of the following does service metrics measure?

A) Infrastructure availability
B) The end-to-end service
C) Functions
D) Maturity and cost

Solutions: