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EXIN ITIL Foundation Sample Questions:

1. Which one of the following answers shows two of the activities relating to tools that will take place during the transition stage of the service lifecycle?

A) Training tool administrators how to manage tools and monitoring tool performance in operational environment
B) Development or purchase of tools and deployment of the tools
C) Testing the tool and training process managers on using the process
D) Development or purchase of tools and deployment of the process

2. Which is the correct definition of a customer facing service?

A) One which directly supports the business processes of customers
B) One which is not covered by a service level agreement
C) A service that cannot be allowed to fail
D) A service not directly used by the business

3. What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?

A) The change advisory board
B) The change manager
C) The change implementer
D) The change authorization board

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

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

5. Which of the following BEST describes 'partners' in the phrase "people, processes, products and partners"?

A) Customers
B) Internal departments
C) Suppliers, manufacturers and vendors
D) The facilities management function

Solutions: