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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?

A) Performance, process, products, plans
B) People, process, partners, performance
C) People, process, products, partners
D) People, products, plans, partners

2. What is the name of the group that should review changes that must be implemented faster than the normal change process?

A) Technical management
B) Urgent change board
C) Emergency change advisory board
D) Urgent change authority

3. Which one of the following is the BEST description of a service level agreement (SLA)?

A) An agreement between the service provider and an internal organization
B) The part of a contract that specifies the responsibilities of each party
C) An agreement between a service provider and an external supplier
D) An agreement between the service provider and their customer

4. Which one of the following is the BEST definition of the term service management?

A) The management of functions within an organization to perform certain activities
B) A set of specialized organizational capabilities for providing value to customers in the form of services
C) Units of organizations with roles to perform certain activities
D) A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

5. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Service level management
B) Availability management
C) Continual service improvement
D) Change management

Solutions: