EXIN ITIL Foundation : ITIL-F

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EXIN ITIL-F Exam Syllabus Topics:

EXIN ITIL Foundation Sample Questions:

1. Where should the following information be stored?
1. The experience of staff
2. Records of user behaviour
3. Supplier's abilities and requirements
4. User skill levels

A) The change schedule
B) A configuration management database (CMDB)
C) The service portfolio
D) The service knowledge management system (SKMS)

2. What structure of service desk appears to the customer to be a single centralized desk, but may in fact be based in a number of different locations?

A) Virtual Service desk
B) Specialized service desk
C) Local service desk
D) Centralized Service desk

3. Which is a responsibility of a customer within the service level management process?

A) Supply good or services
B) Negotiate third party contracts
C) Agree Service level targets
D) Measure service availability

4. Which one of the following is NOT a valid purpose or objective of problem management?

A) To manage problems throughout their lifecycle
B) To eliminate recurring incidents
C) To prevent problems and resultant incidents
D) To restore service to a user

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

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

Solutions: