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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following is the purpose of service level management?

A) To ensure that sufficient capacity is provided to deliver the agreed performance of services
B) To create and populate a service catalogue
C) To ensure that an agreed level of IT service is provided for all current IT services
D) To carry out the service operations activities needed to support current IT services

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

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

3. In which of the following areas would ITIL complementary guidance provide assistance?
1.Adapting best practice for specific industry sectors
2.Integrating ITIL with other operating models

A) Option 1 only
B) Both of the above
C) Neither of the above
D) Option 2 only

4. Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun

A) 2, 3 and 4 only
B) 1, 3 and 4 only
C) 1, 2 and 3 only
D) 1, 2 and 4 only

5. What do customer perceptions and business outcomes help to define?

A) Total cost of ownership (TCO)
B) Governance
C) The value of a service
D) Key performance indicators (KPIs)

Solutions: