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EXIN ITIL Foundation Sample Questions:

1. The BEST description of an incident is:

A) An unplanned interruption to service or a reduction in the quality of service
B) Any disruption to service whether planned or unplanned
C) An unplanned disruption of service unless there is a backup to that service
D) Any disruption to service that is reported to the service desk, regardless of whether the service is impacted or not

2. Which is an objective of the design coordination process?

A) TO document the initial structure and relationship between services and customers
B) To ensure that all changes are assessed for their impact on service designs
C) To ensure service design packages are handed over to service transition
D) TO handover new service level requirements to the service level management process

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

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

4. Which process is responsible to provide and maintain accurate information on all services that are being transitioned or have been transitioned to the live environment?

A) Service catalogue management
B) Service portfolio management
C) Service capacity management
D) Service level management

5. Which of the following should be done when closing an incident?
1 . Check the incident categorization and correct it if necessary
2 . Check that the user is satisfied with the outcome

A) 2 only
B) Both of the above
C) Neither of the above
D) 1 only

Solutions: