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EXIN ITIL Foundation Sample Questions:

1. The consideration of value creation is a principle of which stage of the service lifecycle?

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

2. Which is the CORRECT list for the three levels of a multi-level service level agreement (SLA.?

A) Service, user, IT
B) Corporate, customer, service
C) Corporate, customer, technology
D) Technology, customer, user

3. Which statement about the known error database (KEDB. is CORRECT?

A) It is maintained by problem management and is used by the service desk to help resolve incidents
B) It is maintained by the service desk and updated with the details of each new incident
C) It is a part of the configuration management database (CMDB. and contains workarounds
D) It is maintained by incident management and contains solutions to be implemented by problem Management

4. In which document would you expect to see an overview of actual service achievements against targets?

A) Service level agreement (SLA)
B) SLA monitoring chart (SLAM)
C) Capacity plan
D) Operational level agreement (OLA)

5. Remediation planning is a key part of which process?

A) Capacity management
B) Change management
C) Availability management
D) Financial management for IT services

Solutions: