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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 level agreement (SLA)?

A) The part of a contract that specifies the responsibilities of each party
B) An agreement between the service provider and their customer
C) An agreement between a service provider and an external supplier
D) An agreement between the service provider and an internal organization

2. Which one of the following are the two primary elements that create value for customers?

A) Service requirements and warranty
B) Customer and user satisfaction
C) Value on investment (VOI) and return on investment (ROI)
D) Resources and capabilities

3. Which one of the following would NOT involve event management?

A) Intrusion detection
B) Recording and monitoring environmental conditions in the data centre
C) Recording service desk staff absence
D) Monitoring the status of configuration items

4. Which one of the following can help determine the level of impact of a problem?

A) Definitive media library (DML)
B) Standard operating procedures (SOP)
C) Configuration management system (CMS)
D) Statement of requirements (SOR)

5. Which one of the following is the BEST definition of an event?

A) Reducing or eliminating the cause of an incident or problem
B) Any change of state that has significance for the management of a configuration item (CI) or IT service
C) An unplanned interruption to an IT service or a reduction in the quality of an IT service
D) The unknown cause of one or more incidents that have an impact on an IT service

Solutions: