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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. In terms of adding value to the business, which one of the following describes service operation s contribution?

A) Service value is visible to customers
B) The cost of the service is designed, predicted and validated
C) Measures for optimization are identified
D) Service value is modeled

2. Which one of the following would NOT be defined as part of every process?

A) Functions
B) Inputs and outputs
C) Roles
D) Metrics

3. What is the name of the group that should review changes that must be implemented faster than the normal change process?

A) Emergency change advisory board
B) Urgent change board
C) Urgent change authority
D) Technical management

4. Which one of the following is the BEST definition of the term service management?

A) Units of organizations with roles to perform certain activities
B) A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose
C) A set of specialized organizational capabilities for providing value to customers in the form of services
D) The management of functions within an organization to perform certain activities

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

Solutions: