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EXIN ITIL Foundation Sample Questions:

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

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

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

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

3. What BEST describes the value of service transition to the business?

A) It provides quick and effective access to standard services
B) It leads to gradual and continual improvement in service quality
C) It results in higher volumes of successful change
D) It supports the creation of a catalogue of services

4. Which of the following would NOT be contained in a release policy?

A) Entry and exit criteria of the release into testing
B) Naming and numbering conventions
C) The risk register for the release
D) Roles and responsibilities for the release

5. Which describes an interface of incident management with service level management?

A) Creating a problem record
B) Incident response times
C) Incident workarounds
D) The status of faulty Cis

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