EXIN ITIL Foundation (syllabus 2011) : EX0-117

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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. A Service design package (SDP) would normally be produced for which of the following?
1.A new IT service
2.A major change to an IT service
3.An emergency change to an IT service
4.An IT service retirement

A) All of the above
B) 2, 3 and 4 only
C) None of the above
D) 1, 2 and 4 only

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

3. Which statement about the service portfolio is TRUE?

A) It is an integral part of the service catalogue
B) It allows the organization unlimited resources when planning for new service deployments
C) The service portfolio includes ail services except those managed by third parties
D) It represents all resources presently engaged or being released in various stages of the service lifecycle

4. Which one of the following do technology metrics measure?

A) Components
B) Processes
C) The end-to-end service
D) Customer satisfaction

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

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

Solutions: