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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

A) Service catalogue management
B) Problem management
C) Service asset and configuration management
D) Event management

2. Which one of the following activities are carried out during the Where do we want to be? step of the continual service improvement (CSI) approach?

A) Creating a baseline
B) Implementing service and process improvements
C) Defining measurable targets
D) Reviewing measurements and metrics

3. Which of the following would be examined by a major problem review?
1.Things that were done correctly
2.Things that were done incorrectly
3.How to prevent recurrence
4.What could be done better in the future

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

4. 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

5. Which process is responsible for controlling, recording and reporting on the relationships between components of the IT infrastructure?

A) Incident management
B) Change management
C) Service level management
D) Service asset and configuration management

Solutions: