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

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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) Reviewing measurements and metrics
C) Implementing service and process improvements
D) Defining measurable targets

2. In terms of adding value to the business, which one of the following describes service operation s contribution?

A) Service value is modeled
B) Measures for optimization are identified
C) Service value is visible to customers
D) The cost of the service is designed, predicted and validated

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

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

4. Which process is involved in monitoring an IT service and detecting when the performance drops below acceptable limits?

A) Problem management
B) Event management
C) Service catalogue management
D) Service asset and configuration management

5. Which one of the following is the BEST definition of an event?

A) An unplanned interruption to an IT service or a reduction in the quality of an IT service
B) Reducing or eliminating the cause of an incident or problem
C) The unknown cause of one or more incidents that have an impact on an IT service
D) Any change of state that has significance for the management of a configuration item (CI) or IT service

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