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EXIN ITIL-F Exam Syllabus Topics:

EXIN ITIL Foundation Sample Questions:

1. What is the BEST description of an operational level agreement (OLA)?

A) A document that describes business services to operational staff
B) An agreement between the service provider and an external organization
C) A document that describes to a customer how services will be operated on a day-to-day basis
D) An agreement between the service provider and another part of the same organization

2. Which of the following identify the purpose of business relationship management?
1. To establish and maintain a business relationship between service provider and customer
2. To identify customer needs and ensure that the service provider is able to meet

A) 2 only
B) Neither of the above
C) 1 only
D) Both of the above

3. Which of the following BEST describes a service level agreement (SLA.?

A) A partnership developed between the IT service provider and the customer, so that a mutually beneficial agreement is reached
B) A written agreement between a supplier and the IT customer(s), defining the key service targets and responsibilities of both parties
C) An agreement between an IT service provider and another part of the same organization that assists with the provision of services
D) The key service targets and responsibilities of both parties that are used to hold each party accountable when disputes arise

4. Which of the following is best definition of IT service management?

A) The implementation and management of quality IT services that meet business needs
B) An internal service provider that is embedded within a business unit
C) A complete set of all the documentation required to deliver world class services to customers
D) Technical implementation of supporting IT infrastructure components

5. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Availability management
B) Continual service improvement
C) Change management
D) Service level management

Solutions: