EXIN ITIL EX0-117

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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. What is a RACI model used for?

A) Defining roles and responsibilities
B) Recording configuration items
C) Performance analysis
D) Monitoring services

2. Which of the following statements correctly states the relationship between urgency, priority and impact?

A) Priority should be based on impact and urgency
B) Impact should be based on urgency and priority
C) Urgency should be based on impact and priority
D) Impact, priority and urgency are independent of each other

3. What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

A) Capacity
B) Serviceability
C) Availability
D) Continuity

4. What are underpinning contracts used to document?

A) Service levels that have been agreed between the internal service provider and their customer
B) The provision of IT services or business services by a service provider
C) The provision of goods and services by third party suppliers
D) Metrics and critical success factors (CSFs) for internal support teams

5. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A) Incident management, service desk, request fulfillment, access management, and event management
B) Incident management, problem management, service desk, request fulfillment, and event management
C) Event management, incident management, problem management, request fulfillment, and access management
D) Event management, incident management, change management, and access management

Solutions: