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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which of these should a change model include?
1.The steps that should be taken to handle the change
2.Responsibilities; who should do what, including escalation
3.Timescales and thresholds for completion of the actions
4.Complaints procedures

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

2. Which process is responsible for low risk, frequently occurring, low cost changes?

A) Incident management
B) Request fulfillment
C) Release and deployment management
D) Demand management

3. What is the BEST description of an operational level agreement (OLA)?

A) A document that describes business services to operational staff
B) A document that describes to a customer how services will be operated on a day-to-day basis
C) An agreement between the service provider and an external organization
D) An agreement between the service provider and another part of the same organization

4. Which one of the following is the BEST description of a service request?

A) Any request or demand that is entered by a user via a self-help web-based interface
B) A request from a user for information, advice or for a standard change
C) Anything that the customer wants and is prepared to pay for
D) Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting

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

A) An SLA that covers all customers for all services
B) The SLA covers an individual customer group for all services they use
C) An SLA for a service with no customers
D) The SLA covers one service, for all the customers of that service

Solutions: