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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. What should a service always deliver to customers?

A) Applications
B) Resources
C) Infrastructure
D) Value

2. Which one of the following activities would be performed by access management?

A) Managing access to the service desk
B) Managing access to computer rooms and other secure locations
C) Managing the rights to use a service or group of services
D) Providing physical security for staff at data centers and other buildings

3. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

A) Event management
B) Service catalogue management
C) Service asset and configuration management
D) Problem management

4. Which one of the following statements about incident reporting and logging is CORRECT?

A) All calls to the service desk must be logged as incidents
B) Incidents can only be reported by users
C) Incidents reported by technical staff must also be logged as problems
D) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service

5. 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 service specific issues in a multi-level SLA structure
D) An agreement that covers one service for a single customer

Solutions: