ITIL V3 题库 5月份的题库

ITIL Foundation v.3

Number: EX0-101

Passing Score: 800

Time Limit: 120 min

File Version: 2010-5-15

Exam A

QUESTION 1

What are the three types of metrics that an organization should collect to support Continual Service

Improvement (CSI)?

QUESTION 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

Section: (none)

QUESTION 3

Availability Management is responsible for availability of the:

QUESTION 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

Section: (none)

QUESTION 5

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

QUESTION 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

Section: (none)

QUESTION 7

Which of the following are types of communication you could expect the functions within Service

B. 2 and 3 only

C. 1, 2 and 4 only

D. All of the above

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

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

C. The management of functions within an organization to perform certain activities

D. Units of organizations with roles to perform certain activities

Answer: A

Section: (none)

QUESTION 11

A. It is measurable

B. Delivers specific results

C. Responds to specific events

D. A method of structuring an organization

Answer: D

Section: (none)

4. Responsibilities

A. 1 and 3 only

B. All of the above

C. 2 and 4 only

A. Both of the above

B. 1 only

C. Neither of the above

D. 2 only

Section: (none)

QUESTION 14

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

known as?

A. The Service Strategy and Service Transition books

B. The ITIL Complementary Guidance

Answer: B

QUESTION 15

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)

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

Section: (none)

QUESTION 17