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

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

2. Which statement about the emergency change advisory board (ECAB) is CORRECT?

A) The ECAB will be chaired by the IT director
B) The ECAB considers every high priority request for change
C) Amongst the duties of the ECAB is the review of completed emergency changes
D) The ECAB will be used for emergency changes where there may not be time to call a full CAB

3. Which one of the following is NOT part of the service design stage of the service lifecycle?

A) Measuring the effectiveness and efficiency of service design and the supporting processes
B) Producing quality, secure and resilient designs for new or improved services
C) Designing and maintaining all necessary service transition packages
D) Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced

4. What do customer perceptions and business outcomes help to define?

A) Key performance indicators (KPIs)
B) Governance
C) Total cost of ownership (TCO)
D) The value of a service

5. At which stage of the service lifecycle should the processes necessary to operate a new service be defined?

A) Service transition: Plan and prepare for deployment
B) Service design: Design the processes
C) Service operation: IT operations management
D) Service strategy: Develop the offerings

Solutions: