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EXIN ITIL Foundation (V4) Sample Questions:

1. An SLA is a service level agreement.
Which describes the 'watermelon SLA' effect?

A) SLA targets change very frequently, so that each report includes new measures and trends cannot be analyzed.
B) A single SLA defines target service levels for multiple customer, so every customer sees reports about other customers' experiences.
C) The metrics in an SLA are focused on internal measures, so that reports show everything is good, while the customer is not satisfied.
D) Introducing SLAs for a service enables customer to see that the service provider is doing a really good job, so this improves satisfaction.

2. Which dimension considers how knowledge assets should be protected?

A) Information and technology
B) Organizations and people
C) Value streams and processes
D) Partners and suppliers

3. Which guiding principle recommends assessing the current state and deciding what can be reused?

A) Focus on value
B) Progress iteratively with feedback
C) Collaborate and promote visibility
D) Start where you are

4. Which statement about change authorization is CORRECT?

A) A change authority should be assigned to each type of change and change model
B) Standard changes are high risk and should be authorized by the highest level of change authority
C) The authorization of normal changes should be expedited to ensure they can be implemented quickly
D) Centralizing change authorization to a single person is the most effective means of authorization

5. Which practice has the purpose of ensuring that the organization's suppliers and their performance and managed appropriately to support the provision of seamless, quality products and services?

A) Release management
B) Service management
C) Supplier management
D) Relationship management

Solutions: