EXIN ITIL : ITIL V3 Foundation

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EXIN ITIL V3 Foundation Sample Questions:

1. What is the entry point or the first level of the V model?

A) Customer / Business Needs
B) Service Release
C) Service Requirements
D) Service Solution

2. What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?

A) Employers
B) Stakeholders
C) Regulators
D) Accreditors

3. Which of the following would commonly be in a contract underpinning an IT service?
1) Marketing information 2) Contract description and scope 3) Responsibilities anddependencies

A) 1 and 3 only
B) 1 and 2 only
C) None of the above
D) 2 and 3 only

4. The consideration of value creation is a principle of which stageof the service lifecycle?

A) Service transition
B) Service design
C) Service strategy
D) Continual service improvement

5. What are Request Models used for?

A) Identifying frequently received user requests and defining how they should be handled
B) Comparing the advantages and disadvantages of different Service Desk approachessuch as local or remote
C) Capacity Management
D) Modelling arrival rates and performance characteristics of service requests

Solutions: