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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which process will regularly anal0yse incident data to identify discernible trends?

A) C0hange management
B) Event management
C) Service level management
D) Problem management

2. Why is it important for service providers to understand patterns of business activity (PBA)?

A) Demand for the services delivered by service providers are directly influenced by PBA
B) PBA are based on organizational roles and responsibilities
C) IT service providers CANNOT schedule changes until they understand PBA
D) Understanding PBA is the only way to enable accurate service level reporting

3. Which stage of the continual service improvement (CSI) approach is BEST described by the phrase 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'?

A) Where are we now?
B) Where do we want to be?
C) How do we get there?
D) Did we get there?

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

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

5. Which of the following items would commonly be on the agenda for a change advisory board (CAB)?
1.Details of failed changes
2.Updates to the change schedule
3.Reviews of completed changes

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

Solutions: