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EXIN ITIL Foundation Sample Questions:

1. Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet

A) 2 only
B) 1 only
C) Both of the above
D) Neither of the above

2. The consideration of value creation is a principle of which stage of the service lifecycle?

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

3. What BEST defines IT service management?

A) An organization supplying services to only external customers.
B) The implementation and management of quality IT services that meet business needs.
C) The resources that are utilized to provide value to customers through services.
D) The customer of an IT Service provider who defines and agrees the service targets.

4. Which statement about the known error database (KEDB) is CORRECT?

A) It is maintained by problem management andis used by the service desk to help resolve incidents
B) It is a part of the configuration management database (CMDB) and contains workarounds
C) It is maintained by incident management and contains solutions to be implemented by problem management
D) It is maintained by the service desk and updated with the details of each new incident

5. Remediation planning is a key part of which process?

A) Availability management
B) Financial management for IT services
C) Capacity management
D) Change management

Solutions: