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EXIN ITIL Foundation Sample Questions:
1. Which one of the following would NOT be defined as part of every process?
A) Roles
B) Metrics
C) Inputs and outputs
D) Functions
2. The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
A) People, process, products, partners
B) People, process, partners, performance
C) Performance, process, products, plans
D) People, products, plans, partners
3. Which of the following is the correct definition of an outcome?
A) The results specific to the clauses in a service level agreement (SLA)
B) All the accumulated knowledge of the service provider
C) All incidents reported to the service desk
D) The result of carrying out an activity, following a process or delivering an IT service
4. Which process includes business, service and component sub-processes?
A) Financial management
B) Capacity management
C) Incident management
D) Service level management
5. Which of the following is the BEST reason for categorizing incidents?
A) To ensure service levels are met and breaches of agreements are avoided
B) To establish trends for use in problem management and other IT service management (ITSM) activities
C) To enable the incident management database to be partitioned for greater efficiency
D) To identify whether the user is entitled to log an incident for this particular service
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: B |



