ITIL Exin Exam Questions and Free Practice Test

What is the BEST description of an operational level agreement (OLA}?

A. An agreement between the service provider and another part of the same organization

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. A document that describes business services to operational staff

Correct Answer:A

Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?

A. A Problem model

B. A Service Improvement Plan (SIP}

C. A Request for Change (RFC}

D. A Business Case

Correct Answer:D

Change advisory board (CAB}
Which one of the following is the BEST description of the items above?

A. Job descriptions

B. Functions

C. Teams

D. Roles, people or groups

Correct Answer:D

Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies?

A. The ITIL Complementary Guidance

B. The Service Support book

C. Pocket Guides

D. The Service Strategy book

Correct Answer:A

What is most likely to cause a loss of faith in the Service Level Management process?

A. Measurements that match the customer's perception of the service

B. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs}

C. Inclusion of items in the SLA that cannot be effectively measured

D. Involving customers in drafting Service Level Requirements

Correct Answer:C

The consideration of value creation is a principle of which stage of the service lifecycle?

A. Continual service improvement

B. Service strategy

C. Service design

D. Service transition

Correct Answer:B

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