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EXIN ITIL V3 Foundation Sample Questions:

1. Which is the correct definition of a customer facing service?

A) A service not directly used by the business
B) A service that cannot be allowed to fail
C) One which directly supports the business processes of customers
D) One which is not covered by a service level agreement

2. The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what?

A) A change
B) A change request
C) A change model
D) A change advisory board

3. Which of the following statements is CORRECT for every process?
1.It delivers its primary results to a customer or stakeholder
2.It defines activities that are executed by a single function

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

4. Third parties responsible for supplying goods or services that are required to deliver IT services is a
description of which stakeholder?

A) External Consultants
B) Operations
C) External Customers
D) Suppliers

5. How does Problem Management work with Change Management?

A) By working with users to change their IT configurations
B) By installing changes to fix problems
C) By negotiating with Incident Management for changes in IT for Problem resolution
D) By issuing RFCs for permanent solutions

Solutions: