EXIN Exin Certification ITIL-F

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EXIN ITIL Foundation Sample Questions:

1. A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach?

A) No: a known error record should be created with the next release of the service
B) Yes: for information purposes, a known error record can be created at any time it is prudent to do so
C) No: a known error record is created when the original incident is raised
D) No: the Known Error should be created before the problem is logged

2. Which one of the following is an objective of release and deployment management?

A) To ensure that the overall business risk of change is optimized
B) To standardize methods and procedures used for efficient and prompt handling of all changes
C) To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
D) To define and agree release and deployment plans with customers and stakeholders

3. Which formal agreement minimizes the risk of disputes that can occur between an IT service provider and an external supplier?

A) Underpinning contract
B) Serviceability contract
C) Operational contract
D) Service level contract

4. What structure of service desk appears to the customer to be a single centralized desk, but may in fact be based in a number of different locations?

A) Specialized service desk
B) Virtual Service desk
C) Centralized Service desk
D) Local service desk

5. Which one of the following is an objective of service catalogue management?

A) Ensuring that the service catalogue is made available to those approved to access it
B) Only ensuring that adequate technical resources are available
C) Negotiating and agreeing service level agreement
D) Negotiating and agreeing operational level agreements

Solutions: