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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which process is responsible for ensuring that appropriate testing takes place?

A) Service asset and configuration management
B) Release and deployment management
C) Service level management
D) Knowledge management

2. Which one of the following are the two primary elements that create value for customers?

A) Customer and user satisfaction
B) Service requirements and warranty
C) Resources and capabilities
D) Value on investment (VOI) and return on investment (ROI)

3. Which of the following are managed by facilities management?
1.Hardware within a data centre or computer room
2.Applications
3.Power and cooling equipment
4.Recovery sites

A) 1, 3 and 4 only
B) 1, 2 and 3 only
C) All of the above
D) 1 and 3 only

4. Which one of the following is NOT an aim of the change management process?

A) To ensure the impact of changes are understood
B) To deliver and manage IT services at agreed levels to business users
C) To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)
D) To ensure that changes are recorded and evaluated

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

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

Solutions:

Question # 1 Answer: B

Question # 2 Answer: C

Question # 3 Answer: A

Question # 4 Answer: B

Question # 5 Answer: D