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Exam EX0-001
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ITIL Foundation (syllabus 2011)
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Total Questions: 424 Q&A's
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A. Process owner
B. Change manager
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C. Service manager
D. Process practitioner
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Answer: D
Question: 2
D
Which process or function is responsible for monitoring activities and events in the IT infrastructure?
Question: 3
Answer: B
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Question: 4
C
At which stage of the service lifecycle should the processes necessary to operate a new service be
defined?
Question: 5
Why are public frameworks, such as 1TIL, attractive when compared to proprietary knowledge?
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A. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often
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undocumented
B. Public frameworks are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments
D
Answer: A
Question: 6
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Which of the following is an objective of business relationship management?
Answer: B
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Question: 7
The design of IT services requires the effective and efficient use of "the four Ps". What are these four
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Ps?
Answer: C
Question: 8
Which of the following BEST describes service strategies value to the business?
Answer: D
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Question: 9
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Which two processes will contribute MOST to enabling effective problem detection?
D
C. Incident and event management
D. Knowledge and service level management
Answer: C
Question: 10
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Which of the following would be used to communicate a high level description of a major change
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that involved significant cost and risk to the organization?
A. Change proposal
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B. Change policy
C. Service request
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D. Risk register
Answer: A
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Question: 11
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Answer: B
Question: 12
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D. Understanding PBA is the only way to enable accurate service level reporting
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Answer: C
Question: 13
D
Which one of the following would NOT be defined as part of every process?
A. Roles
B. Inputs and outputs
C. Functions
D. Metrics om Answer: C
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Question: 14
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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?
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D. Service transition
Answer: B
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Question: 15
C
A process owner has been identified with an I in a RACI matrix. Which one of the following would
be expected of them?
Answer: C
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3: Monitoring and improving customer satisfaction
4: Identifying possible future markets that the service provider could operate in
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A. 1, 2 and 3 only
B. 1 and 2 only
C. 1, 2 and 4 only
D. All of the above
D
Answer: A
Question: 17 om
Which one of the following do technology metrics measure?
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A. Components
B. Processes
C. The end-to-end service
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D. Customer satisfaction
Answer: A
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Question: 18
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A. Capacity management
B. Incident management
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Answer: A
Question: 19
Which one of the following is NOT part of the service design stage of the service lifecycle?
Answer: A
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Question: 20
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What is the result of carrying out an activity, following a process or delivering an IT service known
as?
A. Outcome
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B. Incident
C. Change
D. Problem
Question: 21
om Answer: A
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Which process is responsible for managing relationships with vendors?
A. Change management
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Answer: C
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Question: 22
Which of the following service desk organizational structures are described in service operation?
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A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1, 2 and 3 only
Answer: A
What are the categories of event described in the UIL service operation book?
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C. Informational, warning, exception
D. Warning, reactive, proactive
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Answer: C
Question: 24
D
What would you call the groups of people who have an interest in the activities, targets, resources
and deliverables from service management?
A. Employers
B. Stakeholders
C. Regulators
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D. Accreditors
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Answer: B
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Question: 25
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A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
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Answer: B
C
Question: 26
What is the name of the group that should review changes that must be implemented faster than
the normal change process?
A. Technical management
B. Emergency change advisory board
Answer: B
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Question: 27
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Which of the following is NOT an objective of service transition?
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D. To plan and manage the capacity and resource requirements to manage a release
Answer: B
Question: 28 om
Which of the following types of service should be included in the scope of service portfolio
management?
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1. Those planned to be delivered
2. Those being delivered
3. Those that have been withdrawn from service
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A. 1 and 3 only
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Answer: B
Question: 29
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Answer: B
Which one of the following is the CORRECT set of steps for the continual service improvement
approach?
A. Devise a strategy; Design the solution; Transition into production; Operate the solution;
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Continually improve
B. Where do we want to be?; How do we get there?; How do we check we arrived?; How do we keep
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the momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan;
Check the plan has been properly implemented; Improve the solution
D. What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did
we get there?; How do we keep the momentum going?
D
Answer: D
Question: 31
A. 2 only
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B. 1 only
C. Neither of the above
D. Both of the above
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Answer: D
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Question: 32
What body exists to support the authorization of changes and to assist change management in the
assessment and prioritization of changes?
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Answer: B
Question: 33
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D. Availability management
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Answer: C
Question: 34
D
What do customer perceptions and business outcomes help to define?
Answer: B
Question: 36
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Answer: B
Within service design, what is the key output handed over to service transition?
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C. Service portfolio design
D. Process definitions
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Answer: B
Question: 38
D
What should a service always deliver to customers?
A. Applications
B. Infrastructure
C. Value
D. Resources
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Answer: C
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Question: 39
Which process is responsible for the availability, confidentiality and integrity of data?
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Answer: D
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Question: 40
C
Availability management is directly responsible for the availability of which of the following?
Answer: A
What type of baseline captures the structure, contents and details of the infrastructure and
represents a set of items that are related to each other?
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A. Configuration baseline
B. Project baseline
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C. Change baseline
D. Asset baseline
Answer: A
D
Question: 42
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Which of the following BEST describes the purpose of access management?
Answer: B
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Question: 43
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C. 1 and 2 only
D. 2 and 3 only
C
Answer: A
Question: 44
Which one of the following includes four stages called Plan, Do, Check and Act?
Answer: A
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Question: 45
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The consideration of value creation is a principle of which stage of the service lifecycle?
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D. Service transition
Answer: B
Question: 46 om
Which process is responsible for dealing with complaints, comments, and general enquiries from
users?
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A. Service level management
B. Service portfolio management
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C. Request fulfilment
D. Demand management
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Answer: C
Question: 47
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Which of the following BEST describes partners' in the phrase people, processes, products and
partners"?
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C. Internal departments
D. The facilities management function
Answer: A
Question: 48
Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?
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Answer: D
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Question: 49
The experiences, ideas, insights and values of individuals are examples of which level of
understanding within knowledge management?
D
A. Data
B. Information
C. Knowledge
D. Governance
om Answer: C
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Question: 50
Which one of the following contains information that is passed to service transition to enable the
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A. A service option
B. A service transition package (STP)
C. A service design package (SDP)
D. A service charter
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Answer: C
Question: 51
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A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above
Question: 52
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A. Change management, service asset and configuration management, release and deployment
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management
B. Change management, capacity management event management, service request management
C. Service level management, service portfolio management, service asset and configuration
management
D. Service asset and configuration management, release and deployment management, request
D
fulfillment
Answer: A
Question: 53 om
Which statement should NOT be part of the value proposition for Service Design?
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A. Reduced total cost of ownership
B. Improved quality of service
C. Improved Service alignment with business goals
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Answer: D
Question: 54
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Which process would be used to compare the value that newer services have offered over those
they have replaced?
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A. Availability management
B. Capacity management
C. Service portfolio management
C
Answer: C
Question: 55
A. Job descriptions
B. Functions
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C. Teams
D. Roles, people or groups
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Answer: D
Question: 56
D
Hierarchic escalation is BEST described as?
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B. Passing an incident to people with a greater level of technical skill
C. Using more senior specialists than necessary to resolve an Incident to maintain customer
satisfaction
D. Failing to meet the incident resolution times specified in a service level agreement
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Answer: A
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Question: 57
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Which one of the following functions would be responsible for the management of a data centre?
A. Technical management
B. Service desk
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C. Application management
D. Facilities management
Answer: D
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Question: 58
C
Which one of the following would be the MOST useful in helping to define roles and responsibilities
in an organizational structure?
A. RACI model
B. Incident model
C. Continual service improvement (CSI) approach
D. The Deming Cycle
Question: 59
Which process will regularly anal0yse incident data to identify discernible trends?
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A. Service level management
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B. Problem management
C. C0hange management
D. Event management
Answer: B
D
Question: 60
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Which is the correct definition of a customer facing service?
Answer: A
Question: 61
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Which one of the following is the BEST definition of the term service management?
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A. A set of specialized 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
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Answer: A
Question: 62
Answer: C
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Question: 63
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Which one of the following is an objective of service catalogue management?
D
D. Only ensuring that adequate technical resources are available
Answer: C
Question: 64 om
Which of the following statements BEST describes the aims of release and deployment
management?
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A. To build, test and deliver the capability to provide the services specified by service design
B. To ensure that each release package specified by service design consists of a set of related assets
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D. To record and manage deviations, risks and issues related to the new or changed service
Answer: A
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Question: 65
Which one of the following activities are carried out during the "Where do we want to be?" step of
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Answer: D
Question: 66
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Answer: B
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Question: 67
The effective management of risk requires specific types of action. Which of the following pairs of
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actions would be BEST to manage risk?
Answer: B
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Question: 68
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A. Standards
B. Technology
C. Academic research
D. Internal experience
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Answer: B
Question: 69
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Service design emphasizes the importance of the "Four Ps". These "Four Ps" include Partners,
C
People, Processes and one other "P". Which of the following is the additional "P"?
A. Profit
B. Preparation
C. Products
D. Potential
Answer: C
Which of the following is NOT one of the five individual aspects of service design?
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C. The design of market spaces
D. The design of the technology architectures
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Answer: C
Question: 71
D
Where would you expect incident resolution targets to be documented?
Question: 72
Which of the following provide value to the business from service strategy?
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1. Enabling the service provider to have a clear understanding of what levels of service will make
their customer's successful
2. Enabling the service provider to respond quickly and effectively to changes in the business
environment
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C. 1 and 2 only
D. 2 and 3 only
C
Answer: C
Question: 73
What are the categories of event described in the ITIL service operation book?
Answer: C
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Question: 74
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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
D
A. 2, 3 and 4 only
B. All of the above
C. 1, 2 and 3 only
D. 1, 2 and 4 only
om Answer: C
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Question: 75
A. Capacity management
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B. Governance
C. Service design
D. Service level management
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Answer: B
Question: 76
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Which of the following should be considered when designing measurement systems, methods and
metrics?
C
1. The services
2. The architectures
3. The configuration items
4. The processes
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
Question: 77
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Which of the following is the best definition of IT service management?
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A. An internal service provider that is embedded within a business unit
B. A complete set of all the documentation required to deliver world class services to customers
C. Technical implementation of supporting IT infrastructure components
D. The implementation and management of quality IT services that meet business needs
D
Answer: D
Question: 78
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Which of the following is service transition planning and support NOT responsible for?
Answer: D
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Question: 79
D. Metrics and critical success factors (CSFs) for internal support teams
Answer: B
C
Question: 80
In which document would you expect to see an overview of actual service achievements against
targets?
Answer: D
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Question: 81
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Who is responsible for ensuring that the request fulfillment process is being performed according to
the agreed and documented standard?
A. The IT director
B. The process owner
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C. The service owner
D. The customer
Answer: B
Question: 82
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Which process is responsible for ensuring that appropriate testing takes place?
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A. Knowledge management
B. Release and deployment management
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Answer: B
Question: 83
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2. To identify customer needs and ensure that the service provider is able to meet
B. 1 only
C. 2 only
D. Neither of the above
Answer: A
Question: 84
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