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EXIN ITIL Foundation Sample Questions:

1. Which of the following service desk organizational structures are described in service operation?
1 . Local service desk
2 . Virtual service desk
3 . IT help desk
4 . Follow the sun

A) 2, 3 and 4 only
B) 1, 2 and 4 only
C) 1, 3 and 4 only
D) 1, 2 and 3 only

2. Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?

A) Development or purchase of tools and deployment of the process
B) Training tool administrators how to manage tools and monitoring tool performance in operational environment
C) Testing the tool and training process managers on using the process
D) Development or purchase of tools and deployment of the tools

3. Which of the following correctly states the relationship between urgency, priority and impact?

A) Priority should be based on impact and urgency
B) Urgency should be based on impact and priority
C) Impact should be based on urgency and priority
D) Impact, priority and urgency are independent of each other

4. Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

A) Internal
B) Shared services unit
C) Service desk
D) External

5. Which one of the following statements about incident reporting and logging is CORRECT?

A) Incidents reported by technical staff must also be logged as problems
B) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
C) Incidents can only be reported by users
D) All calls to the service desk must be logged as incidents

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