Scribd Logo
Upload

Welcome to Scribd!

  • Ex0 101

    Uploaded by

    Cristian Padilla Duff
    119 views5 pages
    The document is a practice exam for the ITIL Foundation certification. It contains 10 multiple choice questions covering various ITIL concepts related to service management. The questions address topics like metrics for continual service improvement, problem management objectives, availability management responsibilities, definitions of contracts and service management.

    Original Description:

    Original Title

    EX0-101

    Copyright

    © Attribution Non-Commercial (BY-NC)

    Available Formats

    PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    Report this Document
    The document is a practice exam for the ITIL Foundation certification. It contains 10 multiple choice questions covering various ITIL concepts related to service management. The questions address topics like metrics for continual service improvement, problem management objectives, availability management responsibilities, definitions of contracts and service management.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    119 views5 pages

    Ex0 101

    Uploaded by

    Cristian Padilla Duff
    The document is a practice exam for the ITIL Foundation certification. It contains 10 multiple choice questions covering various ITIL concepts related to service management. The questions address topics like metrics for continual service improvement, problem management objectives, availability management responsibilities, definitions of contracts and service management.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as pdf or txt
    of 5

    KillTest

    Mejor calidad Mejor servicio

    Examen

    Renovacin gratuita dentro de un ao

    The safer , easier way to help you pass any IT exams.

    Exam

    : EX0-101

    Title

    : ITIL Foundation v.3

    Version : Demo

    1/4

    The safer , easier way to help you pass any IT exams.

    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. Which of the following is NOT a valid objective of Problem Management? A.To prevent Problems and their resultant Incidents B.To manage Problems throughout their lifecycle C.To restore service to a user D.To eliminate recurring Incidents ANSWER: C

    3. Availability Management is responsible for availability of the: A.Services and Components B.Services and Business Processes C.Components and Business Processes D.Services, Components and Business Processes ANSWER: A

    4. Contracts are used to define: A.The provision of IT services or business services by a Service Provider B.The provision of goods and services by Suppliers C.Service Levels that have been agreed between the Service Provider and their Customer D.Metrics and Critical Success Factors (CSFs) in an external agreement ANSWER: B

    5. Which of the following is NOT an example of Self-Help capabilities? A.Requirement to always call the Service Desk for service requests B.Web front-end C.Menu-driven range of self help and service requests D.A direct interface into the back-end process-handling software ANSWER: A

    2/4

    The safer , easier way to help you pass any IT exams.

    6. Who owns the specific costs and risks associated with providing a service? A.The Service Provider B.The Service Level Manager C.The Customer D.The Finance department ANSWER: A

    7. Which of the following are types of communication you could expect the functions within Service Operation to perform? 1. Communication between Data Centre shifts 2. Communication related to changes 3. Performance reporting 4. Routine operational communication A.1 only B.2 and 3 only C.1, 2 and 4 only D.All of the above ANSWER: D

    8. How many people should be accountable for a process as defined in the RACI model? A.As many as necessary to complete the activity B.Only one - the process owner C.Two - the process owner and the process enactor D.Only one - the process architect ANSWER: B

    9. What guidance does ITIL give on the frequency of production of service reporting? A.Service reporting intervals must be defined and agreed with the customers B.Reporting intervals should be set by the Service Provider C.Reports should be produced weekly D.Service reporting intervals must be the same for all services ANSWER: A

    10. Which of the following is the BEST definition of the term Service Management?

    3/4

    The safer , easier way to help you pass any IT exams.

    A.A set of specialised organizational capabilities for providing value to customers in the form of services B.A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose C.The management of functions within an organization to perform certain activities D.Units of organizations with roles to perform certain activities ANSWER: A

    4/4

    You might also like