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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

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

A) The SLA covers one service, for all the customers of that service
B) An SLA that covers all customers for all services
C) An SLA for a service with no customers
D) The SLA covers an individual customer group for all services they use

2. Which of the following activities are performed by a service desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

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

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

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

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

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

5. Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A) Continual service improvement (CSI) approach
B) RACI model
C) Incident model
D) The Deming Cycle

Solutions: