ITIL V3 题库

ITIL Foundation v.3

Number: EX0-101

Passing Score: 800

Time Limit: 120 min

Exam A

QUESTION 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

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

Section: (none)

QUESTION 3

Availability Management is responsible for availability of the:

A. Services and Components

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

Section: (none)

QUESTION 5

Which of the following is NOT an example of Self-Help capabilities?

A. Requirement to always call the Service Desk for service requests

A. The Service Provider

B. The Service Level Manager

C. The Customer

D. The Finance department

Answer: A

Section: (none)

QUESTION 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

Answer: D

Section: (none)

QUESTION 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

Section: (none)

Answer: A

Section: (none)

QUESTION 10

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

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

D. A method of structuring an organization

Answer: D

Section: (none)

QUESTION 12

Which of the following would be defined as part of every process?

1. Roles

2. Activities

3. Functions

4. Responsibilities

A. 1 and 3 only

B. All of the above

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

Section: (none)

QUESTION 14

What are the publications that provide guidance specific to industry sectors and organization types

Section: (none)

QUESTION 15

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

Section: (none)

QUESTION 16

What is the BEST description of the purpose of Service Operation?