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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. In which of the following areas would ITIL complementary guidance provide assistance?
1.Adapting best practice for specific industry sectors
2.Integrating ITIL with other operating models

A) Option 2 only
B) Option 1 only
C) Neither of the above
D) Both of the above

2. Which one of the following is the purpose of service level management?

A) To ensure that an agreed level of IT service is provided for all current IT services
B) To carry out the service operations activities needed to support current IT services
C) To ensure that sufficient capacity is provided to deliver the agreed performance of services
D) To create and populate a service catalogue

3. Which one of the following includes four stages called Plan, Do, Check and Act?

A) The seven-step improvement process
B) The Deming cycle
C) The service lifecycle
D) The continual service improvement approach

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

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

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

A) An agreement that covers one service for a single customer
B) An agreement with an individual customer group, covering all the services that they use
C) An agreement that covers one service for all customers of that service
D) An agreement that covers service specific issues in a multi-level SLA structure

Solutions: