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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following would NOT be defined as part of every process?

A) Metrics
B) Functions
C) Inputs and outputs
D) Roles

2. Which of the following activities are performed by a desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

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

3. Which statement about the emergency change advisory board (ECAB) is CORRECT?

A) The ECAB will be used for emergency changes where there may not be time to call a full CAB
B) The ECAB will be chaired by the IT director
C) Amongst the duties of the ECAB is the review of completed emergency changes
D) The ECAB considers every high priority request for change

4. Which one of the following is the BEST definition of reliability?

A) The level of risk that affects a service or process
B) How quickly a service or component can be restored to normal working order
C) The availability of a service or component
D) How long a service or configuration item (CI) can perform its function without failing

5. Which one of the following is the BEST description of a service request?

A) Any request for change (RFC) that is low-risk and which can be approved by the change manager without a change advisory board (CAB) meeting
B) Anything that the customer wants and is prepared to pay for
C) Any request or demand that is entered by a user via a self-help web-based interface
D) A request from a user for information, advice or for a standard change

Solutions: