EX0-101 - ITIL Foundation v.3
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With which process is problem management likely to share categorization and impact coding systems?
Which Service Design process makes the most use of data supplied by Demand Management?
A Service Level Agreement (SLA) is:
An agreement between the Service Provider and their customer
Which of the following statements about communication within Service Operation are CORRECT? 1. All communication must have an intended purpose or resultant action 2. Communication should not take place without a clear audience
Both of the above
Which of the following does the Availability Management process include? 1. Ensuring services are able to meet availability targets 2. Monitoring and reporting actual availability 3. Improvement activities, to ensure that services continue to meet or exceed their availability goals
All of the above
In the phrase "People, Processes, Products and Partners". Products refers to:
Services, technology and tools
Which of the following statements about processes is INCORRECT?
The definition of Process Control is "The activity of planning and regulating a process, with the objective of achieving Best Practice"
A change process model should include: 1 - The steps that should be taken to handle the change with any dependences or co-processing defined, including handling issues and unexpected events 2 - Responsibilities; who should do what, including escalation 3 - Timescales and thresholds for completion of the actions 4 - Complaints procedures
1, 2 and 3 only
Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?
Changes and Releases
Which is the first step in the 7 Step Improvement Process?
Define what you should measure
Which one of the following do technology metrics measure?
Which of the following statements is INCORRECT?
The SKMS is part of the Configuration Management System (CMS)
What is a RACI model used for?
Defining roles and responsibilities
Which of these is NOT a responsibility of Application Management?
Ensuring that the correct skills are available to manage the infrastructure
Which of the following models would be MOST useful in helping to define roles and responsibilities in an organization structure?
Which process is responsible for providing the rights to use an IT service?
Which of the following options is a hierarchy that is used in Knowledge Management?
Data - Information - Knowledge - Wisdom
Which one of the following activities does application management perform?
Ensuring that the required functionality is available to achieve the required business outcome
Which of the following activities is NOT a part of the Derning Cycle?
In terms of adding value to the business, which of the following describes Service Operation's contribution?
Service value is actually seen by customers
Which one of the following can help determine the level of impact of a problem?
Configuration management system (CMS)
What should a service always deliver to customers?
Which process is responsible for monitoring an IT Service and detecting when the performance drops below acceptable limits?
A single Release unit, or a structured set of Release units can be defined within:
A Release Package
Which process is responsible for managing relationships with vendors?
Which phase of the ITIL lifecycle provides the following benefit: 'The Total Cost of Ownership (TCO) of a service can be minimised if all aspects of the service, the processes and the technology are considered during development'?
Which of the following CANNOT be provided by a tool?
Which of the following are objectives of Supplier Management? 1. Negotiating and agreeing Contracts 2. Updating the Supplier and Contract database 3. Planning for possible closure, renewal or extension of contracts 4. Managing relationships with internal suppliers
1, 2 and 3 only
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
Which role would you MOST expect to be involved in the management of Underpinning Contracts?
The remediation plan should be evaluated at what point in the change lifecycle?
Before the change is approved
Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?
To design and develop capabilities for service management
Which of the following is a responsibility of Supplier Management?
Development, negotiation and agreement of contracts
How many people should be accountable for a process as defined in the RACI model?
Only one - the process owner
Which of the following is NOT a valid objective of Problem Management?
To restore service to a user
Identity and Rights are two major concepts involved in which one of the following processes?
What type of record should you raise when a problem diagnosis is complete and a workaround is available?
A known error
You are reviewing a presentation that will relay the value of adopting Service Design disciplines. Which statement would NOT be part of the value proposition?
Better balance of technical skills to support live services
Who owns the specific costs and risks associated with providing a service?
The Service Provider
What is the BEST description of the purpose of Service Operation?
To deliver and manage IT Services at agreed levels to business users and customers
Which of the following can help determine the level of impact of a problem?
Configuration Management System (CMS)
Which process has the following objective, `Produce service design packages (SDPs) based on service charters and change requests`?
What are the categories of event described in the ITIL service operation book?
Informational, warning, exception
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
Which of the following should be considered when designing measurement systems, methods and metrics?: 1. The services 2. The architectures 3. The configuration items 4. The processes
All of the above
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?
Defining measurable targets
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
A risk is:
Something that might happen
Which process includes business, service and component sub-processes?
Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers?