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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

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

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

2. Which one of the following is it the responsibility of supplier management to negotiate and agree?

A) Service level agreements (SLAs)
B) Operational level agreements (OLAs)
C) The service portfolio
D) Third-party contracts

3. Which one of the following activities would be performed by access management?

A) Managing access to the service desk
B) Providing physical security for staff at data centers and other buildings
C) Managing the rights to use a service or group of services
D) Managing access to computer rooms and other secure locations

4. Which process is responsible for sourcing and delivering components of requested standard services?

A) IT finance
B) Service desk
C) Request fulfillment
D) Service portfolio management

5. Which one of the following is the BEST description of a service level agreement (SLA)?

A) An agreement between a service provider and an external supplier
B) An agreement between the service provider and their customer
C) The part of a contract that specifies the responsibilities of each party
D) An agreement between the service provider and an internal organization

Solutions: