EXIN ITIL-F

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EXIN ITIL Foundation Sample Questions:

1. Which of the following are objectives of service level management?
1 : Defining, documenting and agreeing the level of IT services to be provided
2 : Monitoring, measuring and reporting the actual level of services provided
3 : Monitoring and improving customer satisfaction
4 : Identifying possible future markets that the service provider could operate in

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

2. Which process monitors and improves the performance of the service transition stage of the service lifecycle?

A) Design co-ordination
B) Service transition management
C) Change management
D) Transition planning and support

3. What is the primary focus of business capacity management?

A) Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services
B) Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
C) Review of all capacity supplier agreements and underpinning contracts with supplier management
D) Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

4. Which process will regularly analyze incident data to identify discernible trends?

A) Service level management
B) Change management
C) Problem management
D) Event management

5. What should be documented as part of every process?

A) The service owner, service level agreement and set of process procedures
B) The policy owner, operational level agreement and set of process steps
C) The process owner, process policy and set of process activities
D) The service manager, service contract and set of work instructions

Solutions: