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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following is NOT an aim of the change management process?

A) To ensure the impact of changes are understood
B) To deliver and manage IT services at agreed levels to business users
C) To ensure that changes are recorded and evaluated
D) To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

2. What is the name of the group that should review changes that must be implemented faster than the normal change process?

A) Technical management
B) Urgent change authority
C) Urgent change board
D) Emergency change advisory board

3. Which one of the following is an objective of service transition?

A) To ensure that service changes create the expected business value
B) To plan and manage entries in the service catalogue
C) To negotiate service levels for new services
D) To minimize the impact of service outages on day-to-day business activities

4. Which one of the following is concerned with policy and direction?

A) Governance
B) Service level management
C) Capacity management
D) Service design

5. Which of the following are within the scope of service asset and configuration management?
1.Identification of configuration items (CIs)
2.Recording relationships between CIs
3.Recording and control of virtual CIs
4.Approving finance for the purchase of software to support service asset and configuration management

A) 3 and 4 only
B) All of the above
C) 1, 2 and 4 only
D) 1, 2 and 3 only

Solutions: