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ITIL
Exin
ITIL V3 Foundation
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ITIL
QUESTION: 1
Which of the following is NOT an example of Self-Help capabilities?
Answer: A
QUESTION: 2
Which of the following is the correct set of steps for the continual service improvement
model/approach?
A. Devise a strategy; Design the solution; Transition into production; Operate the solution;
Continually improve
B. Where do we want to be?; How do we get there?; How do we check we have arrived?; How
do we keep the momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the
plan; Check the plan has been properly implemented; Improve the solution
D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?;
Did we get there?; How do we keep the momentum going?
Answer: D
QUESTION: 3
Which of the following statements is INCORRECT?
Answer: A
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ITIL
QUESTION: 4
The group that authorizes changes that must be installed faster than the normal process is called
the?
Answer: A
QUESTION: 5
In which core publication can you find detailed descriptions of Service Level Management,
Availability Management, Supplier Management and IT Service Continuity Management?
A. Service Transition
B. Service Design
C. Service Strategy
D. Service Operation
Answer: B
QUESTION: 6
Which of these statements about Service Desk staff is CORRECT?
A. Service Desk staff should be recruited from people who have high levels of technical skill
tominimize the cost of training them
B. The Service Desk can often be used as a stepping stone for staff to move into other more
technical or supervisory roles
C. The Service Desk should try to have a high level of staff turnover as the training requirements
are low and this helps to minimize salaries
D. Service Desk staff should be discouraged from applying for other roles as it is more cost
effective to keep them in the role where they have been trained
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ITIL
Answer: B
QUESTION: 7
Which of the following statements is INCORRECT?
Answer: B
QUESTION: 8
Service Assets are used to create value. Which of the following are the MAJOR types of Service
Asset?
Answer: C
QUESTION: 9
Which of the following is NOT one of the five individual aspects of Service Design?
Answer: B
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ITIL
QUESTION: 10
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. 2 and 3 only
C. 1 and 3 only
D. All of the above
Answer: B
QUESTION: 11
Which of the following are managed by facilities management? Hardware within a data centre or
computer room Applications Power and cooling equipment Recovery sites
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 1 and 3 only
Answer: C
QUESTION: 12
Which is the correct combination of Service Management terms across the Lifecycle?
Answer: C
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