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EXIN ITIL Foundation Sample Questions:

1. Which of the following correctly states the relationship between urgency, priority and impact?

A) Impact, priority and urgency are independent of each other
B) Impact should be based on urgency and priority
C) Urgency should be based on impact and priority
D) Priority should be based on impact and urgency

2. From the perspective of the service provider, who is the person or group that agrees their service targets?

A) The supplier
B) The customer
C) The user
D) The administrator

3. The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

A) Information
B) Governance
C) Knowledge
D) Data

4. Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

A) Implementing service and process improvements
B) Creating a baseline
C) Defining measurable targets
D) Reviewing measurements and metrics

5. Which is an example of improving service utility using service management automation?

A) Reducing the time to compile service data
B) Faster resource allocation
C) Pre-determined routing of a service request
D) Monitoring service availability

Solutions: