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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which of the following is an objective/are objectives of the service strategy stage of the service lifecycle?
1.Providing an understanding of what strategy is
2.Ensuring a working relationship between the customer and service provider
3.Defining how value is created

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

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

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

3. Which one of the following generates demand for services?

A) Infrastructure trends
B) Service level agreements (SLA)
C) Cost of providing support
D) Patterns of business activity (PBA)

4. Which one of the following statements is CORRECT?

A) The configuration management system is part of the known error database
B) The service knowledge management system is part of the configuration management system
C) The configuration management system is part of the configuration management database
D) The configuration management system is part of the service knowledge management system

5. Which one of the following is the BEST definition of the term service management?

A) A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
B) Units of organizations with roles to perform certain activities
C) A set of specialized organizational capabilities for providing value to customers in the form of services
D) The management of functions within an organization to perform certain activities

Solutions: