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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

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

A) An agreement that covers one service for all customers of that service
B) An agreement that covers service specific issues in a multi-level SLA structure
C) An agreement that covers one service for a single customer
D) An agreement with an individual customer group, covering all the services that they use

2. What are customers of IT services who work in the same organization as the service provider known as?

A) Strategic customers
B) External customers
C) Valued customers
D) Internal customers

3. In terms of adding value to the business, which one of the following describes service operation s contribution?

A) The cost of the service is designed, predicted and validated
B) Service value is visible to customers
C) Service value is modeled
D) Measures for optimization are identified

4. Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

A) Defining measurable targets
B) Implementing service and process improvements
C) Reviewing measurements and metrics
D) Creating a baseline

5. Which one of the following is the BEST definition of an event?

A) Any change of state that has significance for the management of a configuration item (CI) or IT service
B) The unknown cause of one or more incidents that have an impact on an IT service
C) Reducing or eliminating the cause of an incident or problem
D) An unplanned interruption to an IT service or a reduction in the quality of an IT service

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