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EXIN ITIL Foundation Sample Questions:

1. The value created by a service is defined in terms of business outcomes, customer preferences, and which other element?

A) Customer perceptions
B) Customer assets
C) Business activity
D) Business vision

2. Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

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

3. Which statement about the known error database (KEDB) is CORRECT?

A) It is maintained by the service desk and updated with the details of each new incident
B) It is maintained by problem management andis used by the service desk to help resolve incidents
C) It is maintained by incident management and contains solutions to be implemented by problem management
D) It is a part of the configuration management database (CMDB) and contains workarounds

4. Which process would ensure that utility and warranty requirements are properly addressed in service designs?

A) Release management
B) Availability management
C) Design coordination
D) Capacity management

5. Which statement about the emergency change advisory board (ECAB) is CORRECT?

A) Amongst the duties of the ECAB is the review of completed emergency changes
B) The ECAB will be chaired by the IT director
C) The ECAB considers every high priority request for change
D) The ECAB will be used for emergency changes where there may not be time to call a full CAB

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