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EXIN ITIL V3 Foundation Sample Questions:

1. In which of the following situations should aProblem Record be created?

A) An event indicates that a redundant network segment has failed but it has not impacted any users
B) An Incident is passed to second-level support
C) Incident Management has found a workaround but needs some assistance in implementing it
D) A Technical Management team identifies a permanent resolution to a number ofrecurring Incidents

2. 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

3. Which core publication will you find detailed descriptions of service catalog management, information security and support management?

A) Service operation
B) Service transition
C) Service design
D) Service strategy

4. WhatBESTdescribes the value of service operation to the business?

A) It defines the control of service assets and configurations
B) It ensures IT services are continuously aligned to business requirements
C) It reduces the duration and frequency of service outages
D) It supports the creation of a portfolio of quantified services

5. What BEST defines IT service management?

A) An organization supplying services to only external customers.
B) The resources that are utilized to provide value to customers through services.
C) The implementation and management of quality IT services that meet business needs.
D) The customer of an IT Service provider who defines and agrees the service targets.

Solutions: