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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1.Providing an understanding of what strategy is
2.Ensuring a working relationship between the customer and service provider
3.Defining how value is created

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

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

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

3. Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

A) Service design
B) Service transition
C) Service operation
D) Continual service improvement

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

5. Which one of the following activities are carried out during the Where do we want to be? step of the continual service improvement (CSI) approach?

A) Reviewing measurements and metrics
B) Implementing service and process improvements
C) Defining measurable targets
D) Creating a baseline

Solutions: