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EXIN ITIL Foundation Sample Questions:

1. Which of the following BEST describes the purpose of access management?

A) To detect security events and make sense of them
B) To prevent problems and resulting Incidents from happening
C) To provide a channel for users to request and receive standard services
D) Provides the rights for users to be able to use a service or group of services

2. What are the categories of event described in the ITIL service operation book?

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

3. Which of the following is the BEST description of a centralized service desk?

A) The desk provides 24 hour global support
B) There is a single desk in one location serving the whole organization
C) The desk is co-located within or physically close to the user community it serves
D) The desk uses technology and other support tools to give the impression that multiple desk locations are in one place

4. 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) Customer level
C) Service level
D) Configuration level

5. Why is it important for service providers to understand patterns of business activity (PBA)?

A) Demand for the services delivered by service providers are directly influenced by PBA
B) IT service providers CANNOT schedule changes until they understand PBA
C) Understanding PBA is the only way to enable accurate service level reporting
D) PBA are based on organizational roles and responsibilities

Solutions: