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EXIN ITIL-F Exam Syllabus Topics:

EXIN ITIL Foundation Sample Questions:

1. Which is the BEST definition of a service?

A) is a means of delivering value to customers by facilitating outcomes according to how they are defined in processes
B) It is a means of delivering value to customers by facilitating outcomes described in operational level agreements (OLAs) and Service level agreements (SLAs).
C) It is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
D) It is a means of delivering value customers by facilitating outcomes 100 percent of the time.

2. Which one of the following is an objective of service catalogue management?

A) Only ensuring that adequate technical resources are available
B) Negotiating and agreeing operational level agreements
C) Ensuring that the service catalogue is made available to those approved to access it
D) Negotiating and agreeing service level agreement

3. Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

A) During peak or holiday periods when emergencies are more likely to occur.
B) In an emergency when it is not possible to convene a full CAB.
C) Following a full change advisory board (CAB) to resolve any outstanding agenda items.
D) Outside the normal working hours of the business unit.

4. Which of the following provide value to the business from service strategy?
1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Support the creation of a portfolio of quantified services

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

5. Which of the following are basic concepts used in access management?

A) Physical, personnel, network, emergency, service
B) Personnel, electronic, network, emergency, identity
C) Rights, access, identity, directory services, service/service components
D) Normal, temporary, emergency, personal, group

Solutions: