EXIN ITIL-F Exam : ITIL Foundation

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EXIN ITIL-F Exam Syllabus Topics:

EXIN ITIL Foundation Sample Questions:

1. Which statement about Business Cases is TRUE?

A) Business Cases should focus on only the financial impacts of the proposed project to secure support and funding
B) Business Cases should focus on both the financial and non-financial impacts of the proposed project or service
C) Business Cases should focus on only the non-financial business impacts of the proposed project to secure proper high-level management support
D) Business cases should only focus on how the proposed project can lower costs and improve customer satisfaction, listing measures and targets

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

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

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

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

4. What is the BEST description of the CSI register?

A) It is a record of all authorised changes and their planned implementation dates
B) It is a record of proposed improvement opportunities and the benefits that will be achieved
C) It is a record of new services to be approved by a customer, including proposed implementation dates
D) It is a record of completed improvements and the relevant customer satisfaction metric

5. Which one of the following is the purpose of service level management?

A) To ensure that an agreed level of IT service is provided for all current IT services
B) To ensure that sufficient capacity is provided to deliver the agreed performance of services
C) To create and populate a service catalogue
D) To carry out the service operations activities needed to support current IT services

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