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EXIN ITIL Foundation Sample Questions:

1. Which of the following BEST describes a service level agreement (SLA.?

A) The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise
B) An agreement between an IT service provider and another part of the same organization that assists with the provision of services
C) A written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties
D) A partnership developed between the IT service provider and the customer, so that a mutually beneficial agreement is reached

2. Which statement BEST represents the guidance on incident logging?

A) The service desk decide which incidents to log
B) Incidents must only be logged if a resolution is not immediately available
C) All incidents must be fully logged
D) Only incidents reported to the service desk can be logged

3. Which of the following BEST describes a problem?

A) A serious incident which has a critical impact to the business
B) The cause of one or more incidents
C) The cause of two or more incidents
D) An issue reported by a user

4. Which one of the following is the BEST definition of reliability?

A) The level of risk that affects a service or process
B) The availability of a service or component
C) How quickly a service or component can be restored to normal working order
D) How long a service or configuration item (CI) can perform its function without failing

5. What BEST defines IT service management?

A) The customer of an IT Service provider who defines and agrees the service targets.
B) An organization supplying services to only external customers.
C) The implementation and management of quality IT services that meet business needs.
D) The resources that are utilized to provide value to customers through services.

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