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EXIN ITIL Foundation Sample Questions:

1. What is the BEST definition of an internal service?

A) It is any customer-facing service delivered by an outsourced provider
B) It is a service delivered between departments or business units in the same organization
C) It is a service delivered to the terms of a contract which enables a customer to achieve business outcomes
D) It is a supporting service delivered between functions of the IT service provider

2. Which three types of metric support Continual Service Improvement (CSI) activities?

A) Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics
B) Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
C) Technology metrics, process metrics and service metrics
D) Process metrics, software metrics and financial metrics

3. Which of the following should be considered when designing measurement systems, methods and metrics?
1 . The services
2 . The architectures
3 . The configuration items
4 . The processes

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

4. Which process would you MOST expect to be involved in the management of underpinning contracts?

A) Service catalogue management
B) Supplier management
C) Release and deployment management
D) Change management

5. Which of the following is an enabler of best practice?

A) Standards
B) Academic research
C) Internal experience
D) Technology

Solutions: