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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:
1. Which one of the following statements about incident reporting and logging is CORRECT?
A) All calls to the service desk must be logged as incidents
B) Incidents reported by technical staff must also be logged as problems
C) Incidents can only be reported by users
D) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
2. Consider the following list:
1.Change authority
2.Change manager
3.Change advisory board (CAB)
Which one of the following is the BEST description of the items above?
A) Job descriptions
B) Roles, people or groups
C) Teams
D) Functions
3. Which one of the following is NOT a valid purpose or objective of problem management?
A) To manage problems throughout their lifecycle
B) To prevent problems and resultant incidents
C) To eliminate recurring incidents
D) To restore service to a user
4. Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
A) Continual service improvement
B) Service operation
C) Service design
D) Service transition
5. Which one of the following does service metrics measure?
A) Infrastructure availability
B) Functions
C) The end-to-end service
D) Maturity and cost
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: C |
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