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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Availability management
B) Continual service improvement
C) Service level management
D) Change management

2. At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A) Service transition: Plan and prepare for deployment
B) Service operation: IT operations management
C) Service strategy: Develop the offerings
D) Service design: Design the processes

3. Which of the following are managed by facilities management?
1.Hardware within a data centre or computer room
2.Applications
3.Power and cooling equipment
4.Recovery sites

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

4. Which process is responsible for providing the rights to use an IT service?

A) Incident management
B) Request fulfillment
C) Access management
D) Change management

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

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

Solutions: