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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. In terms of adding value to the business, which one of the following describes service operation s contribution?

A) Service value is visible to customers
B) The cost of the service is designed, predicted and validated
C) Measures for optimization are identified
D) Service value is modeled

2. Which one of the following statements BEST describes a definitive media library (DML)?

A) A database that contains definitions of all media CIs
B) A secure library where definitive authorized versions of all software and back-ups are stored and protected
C) A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected
D) A secure location where definitive hardware spares are held

3. Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A) Incident model
B) Continual service improvement (CSI) approach
C) RACI model
D) The Deming Cycle

4. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A) Incident management, service desk, request fulfillment, access management, and event management
B) Event management, incident management, change management, and access management
C) Event management, incident management, problem management, request fulfillment, and access management
D) Incident management, problem management, service desk, request fulfillment, and event management

5. Which one of the following is the BEST description of a major incident?

A) An incident logged by a senior manager
B) An incident which is so complex that it requires root cause analysis before a workaround can be found
C) An incident which requires a large number of people to resolve
D) An incident which has a high priority or a high impact on the business

Solutions: