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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following is an objective of release and deployment management?

A) To ensure that the overall business risk of change is optimized
B) To ensure all changes to service assets and configuration items (CIs) are recorded in the configuration management system (CMS)
C) To define and agree release and deployment plans with customers and stakeholders
D) To standardize methods and procedures used for efficient and prompt handling of all changes

2. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

A) Service asset and configuration management
B) Problem management
C) Service catalogue management
D) Event management

3. 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, 2 and 3 only
D) 1, 2 and 4 only

4. Which one of the following is NOT a valid purpose or objective of problem management?

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

5. Which one of the following is the BEST definition of an event?

A) An unplanned interruption to an IT service or a reduction in the quality of an IT service
B) The unknown cause of one or more incidents that have an impact on an IT service
C) Reducing or eliminating the cause of an incident or problem
D) Any change of state that has significance for the management of a configuration item (CI) or IT service

Solutions: