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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following is NOT a characteristic of a process?

A) It structures an organization
B) It delivers specific results
C) It responds to specific events
D) It is measurable

2. 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 changes are recorded and evaluated
D) To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

3. Which of the following would commonly be found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3.Responsibilities and dependencies for both parties

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

4. Which one of the following can help determine the level of impact of a problem?

A) Definitive media library (DML)
B) Configuration management system (CMS)
C) Standard operating procedures (SOP)
D) Statement of requirements (SOR)

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

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

Solutions: