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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

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

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

2. Which processes are responsible for the regular review of underpinning contracts?

A) Supplier management and service level management
B) Supplier management and availability management
C) Availability management and service level management
D) Supplier management and change management

3. 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)

4. Which one of the following generates demand for services?

A) Patterns of business activity (PBA)
B) Infrastructure trends
C) Service level agreements (SLA)
D) Cost of providing support

5. Which one of the following do major incidents require?

A) Less urgency
B) Less documentation
C) Separate procedures
D) Longer timescales

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