Exam  :  EXIN EX0-101
Title    :  ITIL Foundation v.3 Certification

1. What is a RACI model used for?
A. Performance analysis
B. Recording Configuration Items
C. Monitoring services
D. Defining roles and responsibilities
Answer: D

2. What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
A. Return On Investment (ROI), Value On Investment (VOI), quality
B. Strategic, tactical and operational
C. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
D. Technology, process and service
Answer: D

3. Reliability is a measure of:
A. The availability of a service or component
B. The level of risk that could impact a service or process
C. How long a service or component can perform its function without failing
D. A measure of how quickly a service or component can be restored to normal working
Answer: C

4. Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?
A. Service Strategy
B. Service Transition
C. Service Operation
D. Continual Service Improvement
Answer: C

5. A single Release unit, or a structured set of Release units can be defined within:
A. The RACI Model
B. A Release Package
C. A Request Model
D. The Plan, Do, Check, Act (PDCA) cycle
Answer: B

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1. What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
A. Return On Investment (ROI), Value On Investment (VOI), quality
B. Strategic, tactical and operational
C. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
D. Technology, process and service
Answer: D

2. Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?
A. Service Strategy
B. Service Transition
C. Service Operation
D. Continual Service Improvement
Answer: C

3. A single Release unit, or a structured set of Release units can be defined within:
A. The RACI Model
B. A Release Package
C. A Request Model
D. The Plan, Do, Check, Act (PDCA) cycle
Answer: B

4. What is a RACI model used for?
A. Performance analysis
B. Recording Configuration Items
C. Monitoring services
D. Defining roles and responsibilities
Answer: D

5. Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
A. Both of the above
B. 1 only
C. Neither of the above
D. 2 only
Answer: B

6. Which of the following is NOT a purpose of Service Transition?
A. To ensure that a service can be managed, operated and supported
B. To provide training and certification in project management
C. To provide quality knowledge of Change, Release and Deployment Management
D. To plan and manage the capacity and resource requirements to manage a release
Answer: B

7. What is the BEST description of the purpose of Service Operation?
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
B. To proactively prevent all outages to IT Services
C. To design and build processes that will meet business needs
D. To deliver and manage IT Services at agreed levels to business users and customers
Answer: D

8. When can a Known Error record be raised?
1. At any time it would be useful to do so
2. After the permanent solution has been implemented
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above
Answer: B

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Certification frameworks for international standards in IT based on ITIL, ASL, MOF, ISO/IEC 20000/ SQM, and BiSL

Certification for IT Service Management
The IT Infrastructure Library (ITIL) contains a comprehensive description of the processes involved in IT Service Management. ITIL is relevant to anyone involved in the delivery or support of IT services. Whether you are managing day-to-day IT services, or establishing and refining existing processes, ITIL can help you apply internationally proven Best Practices for the IT services and the support you provide. EXIN offers certificates for each milestone on your journey to success in IT Service Management.

Your IT Service Management Foundation (based on ITIL) guarantees your understanding of the basic terms, concepts, and relationships between Service Management processes.

With your Practitioner Certificate in IT Service Management you have proven abilities in the specialized and practical aspects in several Service Management processes.

The Manager’s Certificate in IT Service Management provides you with internationally recognized credentials that show you have clearly demonstrated your ability to implement and manage IT Services.

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