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EXIN ITIL-F Exam Syllabus Topics:

EXIN ITIL Foundation Sample Questions:

1. 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) Centralized Service desk
C) Specialized service desk
D) Local service desk

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

A) An agreement between the service provider and their customer
B) The part of a contract that specifies the responsibilities of each party
C) An agreement between a service provider and an external supplier
D) An agreement between the service provider and an internal organization

3. Which one of the following activities is NOT part of the Deming Cycle?

A) Do
B) Plan
C) Act
D) Co-ordinate

4. Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?

A) Following a full change advisory board (CAB) to resolve any outstanding agenda items.
B) Outside the normal working hours of the business unit.
C) During peak or holiday periods when emergencies are more likely to occur.
D) In an emergency when it is not possible to convene a full CAB.

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

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

Solutions: