EXIN Exin Certification ITIL

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EXIN ITIL V3 Foundation Sample Questions:

1. Service design emphasizes the importanceof the "Four Ps". These "Four Ps" include Partners, People, Processes and one other "P". Which of the following is the additional "P"?

A) Potential
B) Preparation
C) Products
D) Profit

2. Which describes a proactive trigger for problem management?

A) Analysis of an incident by a technical support group which reveals that an underlying problem exists, or is likely to exist
B) Trending of historical incident records to identify one or more underlying causes
C) Automated detection of an infrastructure or application fault, using event/alert tools automatically toraise an incident
D) Suspicion or detection of a cause of one or more incidents by the service desk

3. Which of the following is NOT an objective of Continual Service Improvement?

A) Review and analyze Service Level Achievement results
B) Improve the cost effectiveness of IT services without sacrificing customer satisfaction
C) Identifyactivities to improve the efficiency of service management processes
D) Conduct activities to deliver and manage services at agreed levels to business users

4. Which of the following processes are performed by the service desk?
1.Capacity management
2.Request fulfillment
3.Demand management
4.Incident management

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

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

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

Solutions:

Question # 1 Answer: C

Question # 2 Answer: B

Question # 3 Answer: D

Question # 4 Answer: A

Question # 5 Answer: D