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EXIN ITIL Foundation Sample Questions:

1. Which areas are NOT measured by process KPIs?
1 . Technology
2 . Performance
3 . Value
4 . Compliance

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

2. What is the type of notification that should be sent when a threshold has been reached, something has changed or a failure has occurred?

A) An emergency change
B) A request for change
C) An alert
D) An emergency event

3. Which reason describes why ITIL is so successful?

A) It tells service providers exactly how to be successful
B) The five ITIL volumes are concise
C) It is not tied to any particular vendor platform
D) It is designed to be used to manage projects

4. Which is an example of an internal customer?

A) An IT department that uses a network service obtained from a supplier
B) The HR department whose payroll service is provided by their organization's IT department
C) A retail bank that outsources its infrastructure to athird-party supplier
D) A customer who has a contract with an internet service provider for a broadband connection

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

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

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