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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. 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 operation
C) Service strategy
D) Continual service improvement

2. What are customers of IT services who work in the same organization as the service provider known as?

A) Strategic customers
B) Internal customers
C) Valued customers
D) External customers

3. Which two elements of financial management for IT services are mandatory?

A) Costing and charging
B) Budgeting and accounting
C) Accounting and charging
D) Budgeting and charging

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

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

5. Which of the following statement about the service owner is INCORRECT?

A) Is accountable for a specific service within an organization
B) Is a stakeholder in all of the IT processes which support the service they own
C) Carries out the day-to-day monitoring and operation of the service they own
D) Contributes to continual improvement affecting the service they own

Solutions: