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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

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

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

2. Which one of the following is NOT the responsibility of service catalogue management?

A) Ensuring that service level agreements are maintained
B) Ensuring that information in the service catalogue is accurate
C) Ensuring that all operational services are recorded in the service catalogue
D) Ensuring that information in the service catalogue is consistent with information in the service portfolio

3. Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
B) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
C) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
D) What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

4. Which one of the following does service metrics measure?

A) Maturity and cost
B) Functions
C) The end-to-end service
D) Infrastructure availability

5. In which core UIL publication can you find detailed descriptions of service catalogue management, information security management, and supplier management?

A) Service operation
B) Service transition
C) Service strategy
D) Service design

Solutions: