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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A) Regulators
B) Employers
C) Accreditors
D) Stakeholders

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

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

3. Which of the following activities are performed by a service desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

A) 1, 2 and 3 only
B) All of the above
C) 2 and 4 only
D) 3 and 4 only

4. What are the categories of events described in the ITIL service operation book?

A) Scheduled, unscheduled, emergency
B) Warning, reactive, proactive
C) Informational, warning, exception
D) Informational, scheduled, normal

5. Which of the following are managed by facilities management?
1.Hardware within a data centre or computer room
2.Applications
3.Power and cooling equipment
4.Recovery sites

A) 1, 2 and 3 only
B) 1, 3 and 4 only
C) All of the above
D) 1 and 3 only

Solutions: