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EXIN ITIL Foundation Sample Questions:

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

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

2. Which process has the following objective 'Establish new or changed services into supported environments within the predicted cost, time and resource estimates'?

A) Change management
B) Service level management
C) Service strategy
D) Service transition planning and support

3. Hierarchic escalation is BEST described as?

A) Using more senior specialists than necessary to resolve an Incident to maintain customer satisfaction
B) Notifying more senior levels of management about an incident
C) Passing an incident to people with a greater level of technical skill
D) Failing to meet the incident resolution times specified in a service level agreement

4. What BEST defines serviceability?

A) The part of the business process that is critical to providing the service
B) How quickly a service or component can be restored to normal working order
C) How long a service or component can perform its agreed function without failure
D) The ability of a third-party supplier to meet the terms of its contract

5. Which one of the following is the BEST definition of an event?

A) Any change of state that has significance for the management of a configuration item (CI) or IT service
B) An unplanned interruption to an IT service or a reduction in the quality of an IT service
C) Reducing or eliminating the cause of an incident or problem
D) The unknown cause of one or more incidents that have an impact on an IT service

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