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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

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

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

2. Which one of the following do technology metrics measure?

A) Components
B) Processes
C) Customer satisfaction
D) The end-to-end service

3. Which one of the following is NOT a valid purpose or objective of problem management?

A) To manage problems throughout their lifecycle
B) To prevent problems and resultant incidents
C) To restore service to a user
D) To eliminate recurring incidents

4. Which one of the following is concerned with policy and direction?

A) Capacity management
B) Governance
C) Service level management
D) Service design

5. Which one of the following would NOT be defined as part of every process?

A) Roles
B) Metrics
C) Inputs and outputs
D) Functions

Solutions: