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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. What is the BEST description of an operational level agreement (OLA)?

A) A document that describes business services to operational staff
B) A document that describes to a customer how services will be operated on a day-to-day basis
C) An agreement between the service provider and an external organization
D) An agreement between the service provider and another part of the same organization

2. Which one of the following includes four stages called Plan, Do, Check and Act?

A) The seven-step improvement process
B) The service lifecycle
C) The continual service improvement approach
D) The Deming cycle

3. Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

A) To provide good-quality knowledge and information about services
B) To plan the resources required to manage a release
C) To ensure that a service can be managed and operated in accordance with constraints specified during design
D) To design and develop capabilities for service management

4. 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

5. Which one of the following do major incidents require?

A) Less urgency
B) Separate procedures
C) Longer timescales
D) Less documentation

Solutions: