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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. In terms of adding value to the business, which one of the following describes service operation s contribution?

A) Service value is visible to customers
B) Measures for optimization are identified
C) Service value is modeled
D) The cost of the service is designed, predicted and validated

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

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

3. Which of the following would commonly be found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3.Responsibilities and dependencies for both parties

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

4. Which one of the following is the BEST description of a service-based service level agreement (SLA)?

A) An agreement that covers service specific issues in a multi-level SLA structure
B) An agreement that covers one service for all customers of that service
C) An agreement with an individual customer group, covering all the services that they use
D) An agreement that covers one service for a single customer

5. Which of the following are managed by facilities management?
1.Hardware within a data centre or computer room
2.Applications
3.Power and cooling equipment
4.Recovery sites

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

Solutions: