EXIN Exin Certification ITIL-F

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EXIN ITIL Foundation Sample Questions:

1. Which of the following are classed as stakeholders in service management?
1 . Customers
2 . Users
3 . Suppliers

A) 1 and 3 only
B) 1 and 2 only
C) 2 and 3 only
D) All of the above

2. What are underpinning contracts used to document?

A) The provision of goods and services by third party suppliers
B) The provision of IT services or business services by a service provider
C) Metrics and critical success factors (CSFs) for internal support teams
D) Service levels that have been agreed between the internal service provider and their customer

3. Which of the following is NOT a service desk type recognized in the service operation volume of ITIL / guidance?

A) Outsourced
B) Local
C) Virtual
D) Centralized

4. Can service operation improve efficiency in the business operation by automating common routines?

A) No, automating common routines only results in preventing common problems
B) Yes, through automating common routines, more productive work can be carried out
C) No, automating common routines improves effectiveness but not efficiency
D) Yes, through automating common routines and introducing the service knowledge management System (SKMS)

5. Which one of the following generates demand for services?

A) Cost of providing support
B) Infrastructure trends
C) Patterns of business activity (PBA.
D) Service level agreements (SLA.

Solutions: