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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following generates demand for services?

A) Service level agreements (SLA)
B) Patterns of business activity (PBA)
C) Cost of providing support
D) Infrastructure trends

2. Which of the following activities are performed by a desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

A) All of the above
B) 2 and 4 only
C) 3 and 4 only
D) 1, 2 and 3 only

3. Which process is responsible for discussing reports with customers showing whether services have met their targets?

A) Service level management
B) Change management
C) Availability management
D) Continual service improvement

4. Which one of the following can help determine the level of impact of a problem?

A) Statement of requirements (SOR)
B) Definitive media library (DML)
C) Standard operating procedures (SOP)
D) Configuration management system (CMS)

5. Which one of the following activities does application management perform?

A) Ensuring that the required functionality is available to achieve the required business outcome
B) Agreeing the service levels for the service supported by the application
C) Deciding who the vendor of the storage devices will be
D) Defining where the vendor of an application should be located

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