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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. 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) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
C) 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?
D) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution

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

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

3. The multi-level SLA' is a three-layer structure. Which one of the following layers is NOT part of this type of SLA?

A) Configuration level
B) Service level
C) Corporate level
D) Customer level

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

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

5. Which one of the following contains information that is passed to service transition to enable the implementation of a new service?

A) A service charter
B) A service transition package (STP)
C) A service option
D) A service design package (SDP)

Solutions: