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EXIN ITIL Foundation Sample Questions:

1. Remediation planning is BEST described in which of the following ways?

A) Planning the steps required to be taken if a change is unsuccessful
B) Planning how to compensate a user for a failed change
C) Planning how to recover the cost of a change
D) Planning how to advise the change requestor of a failed change

2. The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

A) People, process, partners, performance
B) People, products, plans, partners
C) Performance, process, products, plans
D) People, process, products, partners

3. What are the two MAJOR activities in problem management?

A) Reactive and technical
B) Technical and service
C) Resource and proactive
D) Proactive and reactive

4. In which of the following should details of a workaround be documented?

A) The IT service continuity plan
B) The problem record
C) The service level agreement (SLA)
D) The availability management information system

5. Which of the following activities are performed by a service desk?
1 . Logging details of incidents and service requests
2 . Providing first-line investigation and diagnosis
3 . Restoring service
4 . Implementing all standard changes

A) 3 and 4 only
B) 1, 2 and 3 only
C) 2 and 4 only
D) All of the above

Solutions: