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EXIN ITIL Foundation Sample Questions:

1. Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps".
What are these four Ps?

A) People, process, products, partners
B) People, process, partners, performance
C) People, products, perspective, partners
D) Performance, process, products, problems

2. Which one of the following is the BEST definition of reliability?

A) How long a service or configuration item (CI) can perform its function without failing
B) The level of risk that affects a service or process
C) How quickly a service or component can be restored to normal working order
D) The availability of a service or component

3. Which of the following processes contributes MOST to quantifying the financial value of IT services to the business?

A) Risk management
B) Service level management
C) Demand management
D) Financial management

4. Which processes ensure the targets in the underpinning contracts are appropriate?

A) Supplier management and service level management
B) Service level management and availability management
C) Configuration management and service portfolio management
D) Design coordination and service level management

5. The 'multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

A) Service level
B) Customer level
C) Configuration level
D) Corporate level

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