PC0-001 - ITIL 2011 Foundation

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Example Questions

Where would you expect incident resolution targets to be documented? What is the PRIMARY process for strategic communication with the service provider's customers? With which process is problem management likely to share categorization and impact coding systems? Which of the following activities are performed by a service desk? 1. Logging details of incidents and service requests 2. Providing first-line investigation and diagnosis 3. Restoring service 4. Implementing all standard changes Which function or process would provide staff to monitor events in an operations bridge? Which one of the following is the CORRECT set of steps for the continual service improvement approach? Which of the following is the BEST reason for categorizing incidents? Which of the following is the best definition of service management? Which statement about the emergency change advisory board (ECAB) is CORRECT Which one of the following includes four stages called Plan, Do, Check and Act? Which of the following is an enabler of best practice? The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation is a definition of what? What is the name of the group that should review changes that must be implemented faster than the normal change process? What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management? Which of the following areas would technology help to support during the service lifecycle? 1. Data mining and workflow 2. Measurement and reporting 3. Release and deployment 4. Process design Access management is closely related to which other process? Which process would ensure that utility and warranty requirements are properly addressed in service designs? Availability management is directly responsible for the availability of which of the following? Which one of the following is NOT part of the service design stage of the service lifecycle? Service transition contains detailed descriptions of which processes? Consider the following list: 1. Change authority 2. Change manager 3. Change advisory board (CAB) Which one of the following is the BEST description of the items above? Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle? Which process will perform risk analysis and review of all suppliers and contracts on a regular basis? Which process is responsible for recording the current details, status, interfaces and dependencies of all services that are being run or being prepared to run in the live environment? A process owner is responsible for which of the following? 1. Defining the process strategy 2. Assisting with process design 3. Improving the process 4. Performing all activities involved in a process Which of the following provide value to the business from service strategy? 1. Enabling the service provider to have a clear understanding of what levels of service will make their customers successful 2. Enabling the service provider to respond quickly and effectively to changes in the business environment 3. Support the creation of a portfolio of quantified services Which process is responsible for providing the rights to use an IT service? Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge? A known error has been created after diagnosis of a problem was complete but before a workaround has been found. Is this a valid approach? From the perspective of the service provider, what is the person or group who defines or and agrees their service targets known as? Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth? A process owner has been identified with an "I" in a RACI matrix. Which one of the following would be expected of them? Which of the following identify the purpose of business relationship management? 1. To establish and maintain a business relationship between service provider and customer 2. To identify customer needs and ensure that the service provider is able to meet What are the categories of event described in the UIL service operation book? Which of the following is NOT an objective of service transition? Who is responsible for ensuring that the request fulfillment process is being performed according to the agreed and documented standard? The remediation plan should be evaluated at what point in the change lifecycle? Hierarchic escalation is BEST described as? Which process is responsible for managing relationships with vendors? Which of the following statements BEST describes the aims of release and deployment management? Which of the following types of service should be included in the scope of service portfolio management? 1. Those planned to be delivered 2. Those being delivered 3. Those that have been withdrawn from service Which of the following would be used to communicate a high level description of a major change that involved significant cost and risk to the organization? Which process is responsible for dealing with complaints, comments, and general enquiries from users? Which of the following is NOT one of the five individual aspects of service design? What should a service always deliver to customers? Which of the following is service transition planning and support NOT responsible for? Which process will regularly analyse incident data to identify discernible trends? Which of the following should be documented in an incident model? 1. Details of the service level agreement (SLA) pertaining to the incident 2. Chronological order of steps to resolve the incident Which of the following are objectives of service level management? 1: Defining, documenting and agreeing the level of FT services to be provided 2: Monitoring, measuring and reporting the actual level of services provided 3: Monitoring and improving customer satisfaction 4: Identifying possible future markets that the service provider could operate in When can a known error record be raised? 1. At any time it would be useful to do so 2. After a workaround has been found