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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following can help determine the level of impact of a problem?

A) Definitive media library (DML)
B) Statement of requirements (SOR)
C) Standard operating procedures (SOP)
D) Configuration management system (CMS)

2. What is the BEST description of an operational level agreement (OLA)?

A) An agreement between the service provider and an external organization
B) An agreement between the service provider and another part of the same organization
C) A document that describes to a customer how services will be operated on a day-to-day basis
D) A document that describes business services to operational staff

3. Which of the following availability management activities is/are considered to be proactive as opposed to reactive?
1.Monitoring system availability
2.Designing availability into a proposed solution

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

4. Which one of the following is NOT an objective of problem management?

A) Preventing problems and resulting incidents from happening
B) Eliminating recurring incidents
C) Restoring normal service operation as quickly as possible
D) Minimizing the impact of incidents that cannot be prevented

5. Which of the following are the MAIN objectives of incident management?
1.To automatically detect service-affecting events
2.To restore normal service operation as quickly as possible
3.To minimize adverse impacts on business operations

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

Solutions: