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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which process is responsible for ensuring that appropriate testing takes place?

A) Service asset and configuration management
B) Release and deployment management
C) Knowledge management
D) Service level management

2. Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1.Monitoring system availability
2.Designing availability into a proposed solution

A) 2 only
B) Both of the above
C) 1 only
D) None of the above

3. Which process is responsible for sourcing and delivering components of requested standard services?

A) Service portfolio management
B) Service desk
C) IT finance
D) Request fulfillment

4. 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 another part of the same organization
D) An agreement between the service provider and an external organization

5. 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

Solutions: