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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

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

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

2. In which of the following areas would ITIL complementary guidance provide assistance?
1.Adapting best practice for specific industry sectors
2.Integrating ITIL with other operating models

A) Both of the above
B) Option 1 only
C) Neither of the above
D) Option 2 only

3. Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
B) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
C) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?
D) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?

4. Which one of the following is NOT part of the service design stage of the service lifecycle?

A) Designing and maintaining all necessary service transition packages
B) Measuring the effectiveness and efficiency of service design and the supporting processes
C) Producing quality, secure and resilient designs for new or improved services
D) Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

5. Which process is responsible for sourcing and delivering components of requested standard services?

A) IT finance
B) Request fulfillment
C) Service portfolio management
D) Service desk

Solutions: