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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following is the BEST description of the purpose of the service operation stage of the service lifecycle?

A) To design and build processes which 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

2. 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 reported by technical staff must also be logged as problems
C) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
D) Incidents can only be reported by users

3. Which of the following are the MAIN objectives of incident management?
1.To automatically detect service-affecting events
2.To restore normal service operation as quickly as possible
3.To minimize adverse impacts on business operations

A) 2 and 3 only C
B) 1 and 3 only
C) 1 and 2 only
D) All of the above

4. Which one of the following do technology metrics measure?

A) Components
B) Customer satisfaction
C) Processes
D) The end-to-end service

5. The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

A) Service level
B) Configuration level
C) Corporate level
D) Customer level

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