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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following is the BEST description of a service request?

A) Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
B) Anything that the customer wants and is prepared to pay for
C) Any request or demand that is entered by a user via a self-help web-based interface
D) A request from a user for information, advice or for a standard change

2. Which one of the following is the BEST definition of the term service management?

A) Units of organizations with roles to perform certain activities
B) The management of functions within an organization to perform certain activities
C) A set of specialized organizational capabilities for providing value to customers in the form of services
D) A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose

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

4. Which one of the following is concerned with policy and direction?

A) Governance
B) Service level management
C) Capacity management
D) Service design

5. The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

A) Customer level
B) Service level
C) Configuration level
D) Corporate level

Solutions: