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EXIN EX0-117 Exam Syllabus Topics:

EXIN ITIL Foundation (syllabus 2011) Sample Questions:

1. What would be the next step in the continual service improvement (CSI) model after?
1.What is the vision?
2.Where are we now?
3.Where do we want to be?
4.How do we get there?
5.Did we get there?
6.?

A) How do we keep the momentum going?
B) What is the return on investment (ROI)?
C) What is the value on investment (VOI)?
D) How much did it cost?

2. Which of these should a change model include?
1.The steps that should be taken to handle the change
2.Responsibilities; who should do what, including escalation
3.Timescales and thresholds for completion of the actions
4.Complaints procedures

A) 2 and 4 only
B) 1 and 3 only
C) 1, 2 and 3 only
D) All of the above

3. Which one of the following does service metrics measure?

A) Functions
B) Maturity and cost
C) The end-to-end service
D) Infrastructure availability

4. Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?

A) To provide good-quality knowledge and information about services
B) To plan the resources required to manage a release
C) To ensure that a service managed and operated accordance with constraints specified during design
D) To design and develop capabilities for service management

5. Which one of the following activities are carried out during the "Where do we want to be?" step of the continual service improvement (CSI) approach?

A) Implementing service and process improvements
B) Creating a baseline
C) Defining measurable targets
D) Reviewing measurements and metrics

Solutions: