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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

A) Corporate level
B) Service level
C) Customer level
D) Configuration level

2. Which process is responsible for providing the rights to use an IT service?

A) Incident management
B) Request fulfillment
C) Access management
D) Change management

3. What do customer perceptions and business outcomes help to define?

A) Total cost of ownership (TCO)
B) The value of a service
C) Governance
D) Key performance indicators (KPIs)

4. Which one of the following activities would be performed by access management?

A) Managing the rights to use a service or group of services
B) Managing access to computer rooms and other secure locations
C) Managing access to the service desk
D) Providing physical security for staff at data centers and other buildings

5. Which one of the following is NOT an objective of problem management?

A) Preventing problems and resulting incidents from happening
B) Minimizing the impact of incidents that cannot be prevented
C) Restoring normal service operation as quickly as possible
D) Eliminating recurring incidents

Solutions: