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EXIN ITIL V3 Foundation Sample Questions:

1. Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun

A) 1, 3 and 4 only
B) 2, 3 and 4 only
C) 1, 2and 3 only
D) 1, 2 and 4 only

2. Which one of the following contains information that is passed to service transitionto enable the implementation of a new service?

A) A service design package (SDP)
B) A service transition package (STP)
C) A service charter
D) A service option

3. Which of the following is NOT a valid objective of problemmanagement?

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

4. Where should the following information be stored?
1.The experience of staff
2.Records of user behaviour
3.Supplier's abilities and requirements
4.User skill levels

A) The service portfolio
B) The service knowledge management system (SKMS)
C) The forward schedule of change
D) A configurationmanagement database (CMDB)

5. Which of the following could BEST be described as "A decision support and planning tool that projects the likely consequences of a business action"?

A) A Service Improvement Plan (SIP)
B) A Problem model
C) A Request for Change (RFC)
D) A Business Case

Solutions: