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EXIN EX0-101 Exam Syllabus Topics:

EXIN ITIL Foundation V 3.0 & ITIL Foundation Sample Questions:

1. Which one of the following is the BEST description of a service level agreement (SLA)?

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

2. Which one of the following statements about incident reporting and logging is CORRECT?

A) All calls to the service desk must be logged as incidents
B) Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
C) Incidents reported by technical staff must also be logged as problems
D) Incidents can only be reported by users

3. Which of the following should IT service continuity strategy be based on?
1.Design of the service metrics
2.Business continuity strategy
3.Business impact analysis (BIA)
4.Risk assessment

A) 1, 2 and 3 only
B) 1, 3 and 4 only
C) 1, 2 and 4 only
D) 2, 3 and 4 only

4. Which one of the following would be the MOST useful in helping to define roles and responsibilities in an organizational structure?

A) The Deming Cycle
B) Continual service improvement (CSI) approach
C) RACI model
D) Incident model

5. Which of the following would commonly be found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3.Responsibilities and dependencies for both parties

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

Solutions: