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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which process would seek to understand levels of customer satisfaction and communicate what action plans have been put in place to deal with dissatisfaction?

A) Service catalogue management
B) Capacity management
C) Business relationship management
D) Availability management

2. Which of the following is MOST concerned with the design of new or changed services?

A) Service transition
B) Service strategy
C) Service design
D) Change management

3. Which of the following would commonly be found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3.Responsibilities and dependencies for both parties

A) All of the above
B) 1 and 2 only
C) 1 and 3 only
D) 2 and 3 only

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

5. Which process would you MOST expect to be involved in the management of underpinning contracts?

A) Service catalogue management
B) Supplier management
C) Change management
D) Release and deployment management

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