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Exin ITIL-Foundation Exam Sample Questions


Question # 1

WhatBESTdescribes the value of service operation to the business?

A.

It supports the creation of a portfolio of quantified services

B.

It ensures IT services are continuously aligned to business requirements

C.

It defines the control of service assets and configurations

D.

It reduces the duration and frequency of service outages



D.

It reduces the duration and frequency of service outages






Question # 2

Which of the following are reasons why ITIL is successful?
1. ITIL is vendor neutral
2. It does not prescribe actions
3. ITIL represents best practice

A.

All of the above

B.

1 and 3 only

C.

1 and 2 only

D.

2 and 3 only



A.

All of the above






Question # 3

Which formal agreement minimizes the risk of disputes that can occurbetween an IT service provider and an external supplier?

A.

Operational contract

B.

Underpinning contract

C.

Serviceability contract

D.

Service level contract



B.

Underpinning contract






Question # 4

Which three types of metric support Continual Service Improvement (CSI) activities?

A.

Technology metrics, service desk metrics and Key Performance Indicator (KPI) metrics

B.

Processmetrics, software metrics and financial metrics

C.

Technology metrics, process metrics and service metrics

D.

Service metrics, technology metrics and Key Performance Indicator (KPI) metrics



C.

Technology metrics, process metrics and service metrics






Question # 5

Which process or function is responsible for monitoring activities and events in the IT infrastructure?

A.

Service level management

B.

IT operations management

C.

Capacity management

D.

Incident management



B.

IT operations management





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