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

2. Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A) RACI model
B) Continual service improvement (CSI) approach
C) Incident model
D) The Deming Cycle

3. Who is responsible for defining metrics for change management?

A) The continual service improvement manager
B) The change advisory board (CAB)
C) The change management process owner
D) The service owner

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

5. Which one of the following is the BEST description of a major incident?

A) An incident which requires a large number of people to resolve
B) An incident logged by a senior manager
C) An incident which is so complex that it requires root cause analysis before a workaround can be found
D) An incident which has a high priority or a high impact on the business

Solutions: