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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which of the following should IT service continuity strategy be based on?
1.Design of the service metrics
2.Business continuity strategy
3.Business impact analysis (BIA)
4.Risk assessment

A) 1, 2 and 4 only
B) 2, 3 and 4 only
C) 1, 2 and 3 only
D) 1, 3 and 4 only

2. Which one of the following would NOT involve event management?

A) Recording service desk staff absence
B) Intrusion detection
C) Monitoring the status of configuration items
D) Recording and monitoring environmental conditions in the data centre

3. Which one of the following is it the responsibility of supplier management to negotiate and agree?

A) The service portfolio
B) Third-party contracts
C) Operational level agreements (OLAs)
D) Service level agreements (SLAs)

4. Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A) The Deming Cycle
B) Continual service improvement (CSI) approach
C) Incident model
D) RACI model

5. Which one of the following are the two primary elements that create value for customers?

A) Value on investment (VOI) and return on investment (ROI)
B) Customer and user satisfaction
C) Resources and capabilities
D) Service requirements and warranty

Solutions: