EXIN EX0-117

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EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. Which of the following provide value to the business from service strategy?
1.Enabling the service provider to have a clear understanding of what levels of service will make their customers successful
2.Enabling the service provider to respond quickly and effectively to changes in the business environment
3.Support the creation of a portfolio of quantified services

A) All of the above
B) 2 and 3 only
C) 1 and 3 only
D) 1 and 2 only

2. Which of the following options is a hierarchy that is used in knowledge management?

A) Information - Data - Knowledge - Wisdom
B) Knowledge - Wisdom - Information - Data
C) Data - Information - Knowledge - Wisdom
D) Wisdom - Information - Data - Knowledge

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

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

4. Which of the following is an objective of business relationship management?

A) To identify patterns of business activity
B) To ensure strategic plans for IT services exist
C) To ensure high levels of customer satisfaction
D) To secure funding to manage the provision of services

5. Which of the following BEST describes a problem?

A) The cause of two or more incidents
B) An issue reported by a user
C) The cause of one or more incidents
D) A serious incident which has a critical impact to the business

Solutions: