Exin ITILFND Exam Questions

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Exam Name:ITIL Foundation (v4)

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ITILFND Exam Sample Questions:

An incident is proving difficult to resolve. A technician informs their manager that more resource is
needed to restore the service.
What has taken place?


A functional escalation


A service level escalation


An incident resolution


A hierarchic escalation

A hierarchic escalation

The value created by a service is defined in terms of business outcomes, customer preferences, and which
other element?


Customer assets


Customer perceptions


Business activity


Business vision

Business vision

ITSM concepts are often described in the context of only one of these type. Type I, type II and type III


Service Units


Business Units


Service Providers



Service Providers

Which BEST describes a situation in which the emergency change advisory board (ECAB) is used?


Following a full change advisory board (CAB) to resolve any outstanding agenda items.


During peak or holiday periods when emergencies are more likely to occur.


In an emergency when it is not possible to convene a full CAB.


Outside the normal working hours of the business unit.

In an emergency when it is not possible to convene a full CAB.

Which is the CORRECT list of the three levels of a multi-level service level agreement (SLA)?


Technology, customer, user


Corporate, customer, service


Corporate, customer, technology


Service,user, IT

Corporate, customer, service

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