EXIN EX0-101

Efficient product maintenance team

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Experience can be exchanged between users

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Various forms of memory

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EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following activities are carried out during the Where do we want to be? step of the continual service improvement (CSI) approach?

A) Creating a baseline
B) Implementing service and process improvements
C) Defining measurable targets
D) Reviewing measurements and metrics

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

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

3. Which stage of the service lifecycle is MOST concerned with defining policies and objectives?

A) Continual service improvement
B) Service design
C) Service transition
D) Service operation

4. When can a known error record be raised?
1.At any time it would be useful to do so
2.After a workaround has been found

A) Both of the above
B) 1 only
C) 2 only
D) Neither of the above

5. Which of the following service desk organizational structures are described in service operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun

A) 1, 2 and 3 only
B) 2, 3 and 4 only
C) 1, 2 and 4 only
D) 1, 3 and 4 only

Solutions: