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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following is NOT an aim of the change management process?

A) To ensure the impact of changes are understood
B) To deliver and manage IT services at agreed levels to business users
C) To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
D) To ensure that changes are recorded and evaluated

2. Which one of the following generates demand for services?

A) Cost of providing support
B) Service level agreements (SLA)
C) Infrastructure trends
D) Patterns of business activity (PBA)

3. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A) Incident management, service desk, request fulfillment, access management, and event management
B) Incident management, problem management, service desk, request fulfillment, and event management
C) Event management, incident management, change management, and access management
D) Event management, incident management, problem management, request fulfillment, and access management

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

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

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

A) The unknown cause of one or more incidents that have an impact on an IT service
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) Reducing or eliminating the cause of an incident or problem

Solutions: