EXIN EX0-101 : ITIL Foundation V 3.0 & ITIL Foundation

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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

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

2. Which one of the following is the purpose of service level management?

A) To carry out the service operations activities needed to support current IT services
B) To create and populate a service catalogue
C) To ensure that sufficient capacity is provided to deliver the agreed performance of services
D) To ensure that an agreed level of IT service is provided for all current IT services

3. What is the BEST description of the purpose of the service operation stage of the service lifecycle?

A) To decide how IT will engage with suppliers during the service lifecycle
B) To deliver and manage IT services at agreed levels to business users and customers
C) To proactively prevent all outages to IT services
D) To design and build processes that will meet business needs

4. Which processes are responsible for the regular review of underpinning contracts?

A) Supplier management and change management
B) Supplier management and service level management
C) Supplier management and availability management
D) Availability management and service level management

5. Which one of the following is the CORRECT set of steps for the continual service improvement approach?

A) Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep the momentum going?
B) Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; Improve the solution
C) Devise a strategy; Design the solution; Transition into production; Operate the solution; Continually improve
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?

Solutions: