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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which process is responsible for ensuring that appropriate testing takes place?

A) Service asset and configuration management
B) Release and deployment management
C) Service level management
D) Knowledge management

2. Which one of the following is the purpose of service level management?

A) To create and populate a service catalogue
B) To ensure that sufficient capacity is provided to deliver the agreed performance of services
C) To ensure that an agreed level of IT service is provided for all current IT services
D) To carry out the service operations activities needed to support current IT services

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

4. Which areas of service management can benefit from automation?
1.Design and modeling
2.Reporting
3.Pattern recognition and analysis
4.Detection and monitoring

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

5. What is the BEST description of the purpose of the service operation stage of the service lifecycle?

A) To design and build processes that will meet business needs
B) To proactively prevent all outages to IT services
C) To deliver and manage IT services at agreed levels to business users and customers
D) To decide how IT will engage with suppliers during the service lifecycle

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