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EXIN ITIL Foundation Sample Questions:

1. Which of the following is the BEST description of a service-based service level agreement (SLA)?

A) An SLA that covers all customers for all services
B) An SLA for a service with no customers
C) The SLA covers one service, for all the customers of that service
D) The SLA covers an individual customer group for all services they use

2. Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels

A) A configuration management database (CMDB)
B) The service portfolio
C) The service knowledge management system (SKMS)
D) The change schedule

3. The remediation plan should be evaluated at what point in the change lifecycle?

A) After implementation but before the post implementation review
B) Before the change is approved
C) After the post implementation review has identified a problem with the change
D) Immediately after the change has failed and needs to be backed out

4. The configuration management system is part of which system?

A) The information security management system
B) The availability management information system
C) The service knowledge management system
D) The capacity management information system

5. Which three types of metric support Continual Service Improvement (CSI) activities?

A) Service metrics, technology metrics and Key Performance Indicator (KPI) metrics
B) Technology metrics, process metrics and service metrics
C) Process metrics, software metrics and financial metrics
D) Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics

Solutions: