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EXIN ITIL Foundation Sample Questions:

1. Which process has the objective to identify changes to the customer environment that could potentially impact the type, level or utilization of services provided?

A) Service level management
B) Availability management
C) Business relationship management
D) Change management

2. Which one of the following is NOT a characteristic of a process?

A) It structures an organization
B) It is measurable
C) It delivers specific results
D) It responds to specific events

3. ITSM concepts are often described in the context of only one of these type. Type I, type II and type III

A) Customers
B) Business Units
C) Service Units
D) Service Providers

4. Which of the following is NOT an objective of request fulfillment?

A) To provide a channel for users to request and receive standard services
B) To provide information to users about what services are available and how to request them
C) To source and deliver the components of standard services that have been requested
D) To update the service catalogue with services that may be requested through the service desk

5. Which statement about stakeholders is TRUE?

A) Internal customers purchase services from third party suppliers by means of a legally binding contract or agreement
B) External customers are those who work for the same organization as the IT service provider
C) Internal customers are always charged for the IT services they receive from the IT service provider organization
D) Customers, users and suppliers are examples of stakeholders who are can be external to the service provider organization

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