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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which of the following activities are performed by a desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

A) 2 and 4 only
B) 1, 2 and 3 only
C) All of the above
D) 3 and 4 only

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

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

3. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A) Incident management, service desk, request fulfillment, access management, and event management
B) Event management, incident management, problem management, request fulfillment, and access management
C) Event management, incident management, change management, and access management
D) Incident management, problem management, service desk, request fulfillment, and event management

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

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

5. Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

A) A service transition package (STP)
B) A service charter
C) A service option
D) A service design package (SDP)

Solutions: