EXIN Exin Certification ITIL-F

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EXIN ITIL Foundation Sample Questions:

1. Which of the following is an example of proactive problem management?

A) Analysis of an incident by a technical support group which revels that an underlying problem exists, or is likely to exist
B) Automated detection of an infrastructure or application fault, using event/alert tools automatically to raise an incident
C) Suspicion or detection of a cause of one or more incidents by the service desk
D) Trending of historical incident records to identify one or more underlying causes

2. The experiences, ideas, insights and values of individuals are examples of which level of understanding within knowledge management?

A) Knowledge
B) Information
C) Governance
D) Data

3. Which of the following would be examined by a major problem review?
1 . Things that were done correctly
2 . Things that were done incorrectly
3 . How to prevent recurrence
4 . What could be done better in the future

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

4. Which is an example of an internal customer?

A) A customer who has a contract with an internet service provider for a broadband connection
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) An IT department that uses a network service obtained from a supplier

5. Which of the following statements BEST describes the aims of release and deployment management?

A) To build, test and deliver the capability to provide the services specified by service design
B) To ensure that each release package specified by service design consists of a set of related assets and service components
C) To ensure that all changes can be tracked, tested and verified if appropriate
D) To record and manage deviations, risks and issues related to the new or changed service

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