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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

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

2. Which of the following are within the scope of service asset and configuration management?
1.Identification of configuration items (CIs)
2.Recording relationships between CIs
3.Recording and control of virtual CIs
4.Approving finance for the purchase of software to support service asset and configuration management

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

3. Which of the following are the MAIN objectives of incident management?
1.To automatically detect service-affecting events
2.To restore normal service operation as quickly as possible
3.To minimize adverse impacts on business operations

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

4. A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them?

A) Be accountable for the outcome of an activity
B) Perform an activity
C) Manage an activity
D) Be kept up-to-date on the progress of an activity

5. Which one of the following includes four stages called Plan, Do, Check and Act?

A) The continual service improvement approach
B) The service lifecycle
C) The Deming cycle
D) The seven-step improvement process

Solutions: