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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

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

2. Which one of the following statements BEST describes a definitive media library (DML)?

A) A database that contains definitions of all media CIs
B) A secure location where definitive hardware spares are held
C) A secure library where definitive authorized versions of all media configuration items (CIs) are stored and protected
D) A secure library where definitive authorized versions of all software and back-ups are stored and protected

3. In which of the following areas would ITIL complementary guidance provide assistance?
1.Adapting best practice for specific industry sectors
2.Integrating ITIL with other operating models

A) Option 2 only
B) Both of the above
C) Neither of the above
D) Option 1 only

4. Implementation of IT1L service management requires the preparation and planning of the effective and efficient use of "the four Ps."
What are these four Ps?

A) People, process, partners, performance
B) Performance, process, products, problems
C) People, products, perspective, partners
D) People, process, products, partners

5. Which one of the following are the two primary elements that create value for customers?

A) Value on investment (VOI) and return on investment (ROI)
B) Customer and user satisfaction
C) Resources and capabilities
D) Service requirements and warranty

Solutions: