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EXIN ITIL V3 Foundation Sample Questions:

1. Which is the first step in the 7 Step Improvement Process?

A) Prepare for action
B) Where are we now?
C) Identify gaps in Service Level Agreement (SLA) achievement
D) Define what you should measure

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

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

3. From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?

A) Administrator
B) Supplier
C) User
D) Customer

4. The BEST processes to automate are those that are:

A) Carried out by lots of people
B) Critical to the success ofthe business mission
C) Simple and well understood
D) Carried out by Service Operations

5. Which of the following is a responsibility of Supplier Management?

A) Development, negotiation and agreement of Service Portfolio
B) Development, negotiation and agreement of contracts.
C) Development, negotiation and agreement of ServiceLevel Agreements.
D) Development, negotiation and agreement of Organizational Level Agreements

Solutions: