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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following functions would be responsible for the management of a data centre?

A) Technical management
B) Service desk
C) Application management
D) Facilities management

2. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

A) Service asset and configuration management
B) Service catalogue management
C) Problem management
D) Event management

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

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

4. Which one of the following is the BEST description of a service level agreement (SLA)?

A) An agreement between the service provider and their customer
B) An agreement between the service provider and an internal organization
C) The part of a contract that specifies the responsibilities of each party
D) An agreement between a service provider and an external supplier

5. Which one of the following do technology metrics measure?

A) Processes
B) Components
C) Customer satisfaction
D) The end-to-end service

Solutions: