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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

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

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

2. Which one of the following is the BEST description of a major incident?

A) An incident which has a high priority or a high impact on the business
B) An incident which is so complex that it requires root cause analysis before a workaround can be found
C) An incident which requires a large number of people to resolve
D) An incident logged by a senior manager

3. 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 a service provider and an external supplier
C) An agreement between the service provider and an internal organization
D) An agreement between the service provider and their customer

4. What is the BEST description of the purpose of the service operation stage of the service lifecycle?

A) To design and build processes that will meet business needs
B) To proactively prevent all outages to IT services
C) To deliver and manage IT services at agreed levels to business users and customers
D) To decide how IT will engage with suppliers during the service lifecycle

5. Which one of the following activities is NOT part of the Deming Cycle?

A) Plan
B) Act
C) Co-ordinate
D) Do

Solutions: