EX0-001 - ITIL Foundation (syllabus 2011)
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In the phrase "People, Processes, Products and Partners". Products refers to:
Services, technology and tools
Which of the following are benefits to the business of implementing Service Transition? 1. Ability to adapt quickly to new requirements 2. Reduced cost to design new services 3. Improved success in implementing changes
1 and 3 only
Which one of the following do technology metrics measure?
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as?
Which one of the following activities is NOT part of the Deming Cycle?
Which of the following is NOT an objective of Continual Service Improvement?
Conduct activities to deliver and manage services at agreed levels to business users
Which of the following are the MAIN objectives of incident management? 1. To automatically detect service-affecting events 2. To restore normal service operation as quickly as possible 3. To minimize adverse impacts on business operations
2 and 3 only
Which of the following is commonly found in a contract underpinning an IT service? 1. Financial arrangements related to the contract 2. Description of the goods or service provided 3. Responsibilities and dependencies for both parties
All of the above
Which of these statements about Service Desk staff is CORRECT?
The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles
Which Function would provide staff to monitor events in a Network Operations Centre?
IT Operations Management
Which of the following is not a service desk type recognized in the service operation volume of ITIL?
Which one of the following would NOT involve event management?
Recording service desk staff absence
Application Management plays a role in all applications. One of the key decisions to which they contribute is?
Whether to buy an application or build it
Order the following continual service improvement (CSI) implementation steps into the correct sequence in alignment with the plan, Do, Check, Act (PDCA) model. 1) Allocate roles and responsibilities to work on CSI initiatives. 2) Measure and review that the CSI plan is executed and its objectives are being achieved. 3) Identify the scope, objectives and requirements for CSI. 4) Decision on implementation of further enhancement.
The BEST description of the guidance provided by Service Design is?
The design and development of services and service management processes
Which model delivers a view of the services, assets and infrastructure?
Which of the following Availability Management activities are considered to be proactive as opposed to reactive? 1. Risk assessment 2. Testing of resilience mechanisms 3. Monitoring of component availability
1 and 2 only
Which of the following is the best definition of service management?
A set of specialized organizational capabilities for providing value to customers in the form of services
What is the result of carrying out an activity, following a process or delivering an IT service known as?
Which one of the following is NOT part of the service design stage of the service lifecycle?
Designing and maintaining all necessary service transition packages
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the agreed and documented process?
The Request Fulfillment Process Owner
Which one of the following does service metrics measure?
The end-to-end service
Which of the following processes are performed by the service desk? 1. Capacity management 2. Request fulfillment 3. Demand management 4. Incident management
2 and 4 only
What guidance does ITIL give on the frequency of production of service reporting?
Service reporting intervals must be defined and agreed with the customers
Which is the first step in the 7 Step Improvement Process?
Define what you should measure
Which process is responsible for ensuring that appropriate testing takes place?
Release and deployment management
Which of the following is a responsibility of Supplier Management?
Development, negotiation and agreement of contracts.
Which of the following is MOST concerned with the design of new or changed services?
What are the categories of events described in the ITIL service operation book?
Informational, warning, exception
How does Problem Management work with Change Management?
By issuing RFCs for permanent solutions
Which of the following items would commonly be on the agenda for a change advisory board (CAB)? 1. Details of failed changes 2. Updates to the change schedule 3. Reviews of completed changes
All of the above
Which of the following statements is INCORRECT?
The SKMS is part of the Configuration Management System (CMS)
Which of the following is an objective of service transition?
To plan and manage the resource requirements for releases
The design of IT services requires the effective and efficient use of "the four Ps". What are these four Ps?
People, process, products, partners
What are the two major processes in Problem Management?
Proactive and Reactive
Which statement should NOT be part of the value proposition for Service Design?
Better balance of technical skills to support live services
Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?
Implementation of ITIL service management requires the preparation and planning of the effective and efficient use of "the four Ps." What are these four Ps?
People, process, products, partners
What is the primary focus of business capacity management?
Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
Which of the following questions does Service Strategy help answer with its guidance? 1. How do we prioritize investments across a portfolio? 2. What services to offer and to whom? 3. What are the Patterns of Business Activity (PBA)?
All of the above
Which process will regularly anal0yse incident data to identify discernible trends?
Which process lists "Understanding patterns of business activity" as a major role?
Customer perceptions and business outcomes help to define what?
The value of a service
From the perspective of the service provider, who is the person or group that agrees their service targets?
Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?
To design and develop capabilities for service management
Which of the following is NOT a benefit of using public frameworks and standards?
They are always free ensuring they can be implemented quickly
Why is it important for service providers to understand patterns of business activity (PBA)?
Demand for the services delivered by service providers are directly influenced by PBA
Which of the following activities is NOT a part of the Derning Cycle?
Which process is responsible for managing relationships with vendors?