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ITIL Foundation v.3: EX0-101 Exam

  • EX0-101 Questions & Answers
  • Exam Code: EX0-101
  • Exam Name: ITIL Foundation v.3
  • Updated: February 2, 2012
  • Q & A: 174 Q&As

1: Which of the following can include steps that will help to resolve an Incident? 1. Incident Model 2. Known Error Record
A.1 only
B.2 only
C.Both of the above
D.Neither of the above
Correct Answers: C

2: Which of the following statements about Service Asset and Configuration Management is/are CORRECT? 1. A Configuration Item (CI) can exist as part of any number of other CIs at the same time 2. Choosing which CIs to record will depend on the level of control an organization wishes to exert
A.1 only
B.2 only
C.Both of the above
D.Neither of the above
Correct Answers: C

3: Which of these should a change model include? 1. The steps that should be taken to handle the change 2. Responsibilities; who should do what, including escalation 3. Timescales and thresholds for completion of the actions 4. Complaints procedures
A.1, 2 and 3 only
B.All of the above
C.1 and 2 only
D.2 and 4 only
Correct Answers: A

4: Which of the following Availability Management activities are considered to be proactive as opposed to reactive? 1. Risk assessment 2. Testing of resilience mechanisms
A.None of the above
B.Both of the above
C.1 only
D.2 only
Correct Answers: B

5: Which of the following is MOST concerned with the design of new or changed services?
A.Change Management
B.Service Transition
C.Service Strategy
D.Service Design
Correct Answers: D

6: Which of the following is a responsibility of Supplier Management?
A.Development, negotiation and agreement of Service Level Agreements (SLAs)
B.Development, negotiation and agreement of contracts
C.Development, negotiation and agreement of the Service Portfolio
D.Development, negotiation and agreement of Operational Level Agreements (OLAs)
Correct Answers: B

7: Which of the following activities are carried out in the “Where do we want to be?” step of the Continual Service Improvement (CSI) Model?
A.Implementing service and process improvements
B.Reviewing measurable improvements
C.Creating a baseline
D.Defining measurable targets
Correct Answers: D

8: Which of the following are Service Desk organizational structures? 1. Local Service Desk 2. Virtual Service Desk 3. IT Help Desk 4. Follow the Sun
A.1, 2 and 4 only
B.2, 3 and 4 only
C.1, 3 and 4 only
D.1, 2 and 3 only
Correct Answers: A

9: Which of the following is the BEST description of a Service-based Service Level Agreement(SLA)?
A.The SLA covers one service, for all the customers of that service
B.The SLA covers an individual customer group for all services they use
C.An SLA that covers all customers for all services
D.An SLA for a service with no customers
Correct Answers: A

10: Which of the following is concerned with fairness and transparency?
A.Capacity Management
C.Service Design
D.Service Level Management
Correct Answers: B

11: Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced and meaningful management information can be obtained?
Correct Answers: A

12: Which of the following is NOT one of the five individual aspects of Service Design?
A.The design of the Service Portfolio, including the Service Catalogue
B.The design of new or changed services
C.The design of Market Spaces
D.The design of the technology architectures
Correct Answers: C

13: 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?
A.Yes: for ease of management, a known error record can be created at any time it is prudent to do so
B.No: a known error record must only be created after a workaround has been found
C.No: a known error record is created when the original incident is raised
D.No: a known error record should be created with the next release of the service
Correct Answers: A

14: Which process would you MOST expect to be involved in the management of Underpinning Contracts?
A.Change Management
B.Service Catalogue Management
C.Supplier Management
D.Release and Deployment Management
Correct Answers: C

15: Within Service Design, what is the key output handed over to Service Transition?
A.Measurement, methods and metrics
B.Service Design Package
C.Service Portfolio Design
D.Process definitions
Correct Answers: B

16: Which of the following do Technology metrics measure?
C.The end to end service
D.Customer satisfaction
Correct Answers: A

17: Which of the following is NOT an objective of Problem Management?
A.Minimizing the impact of Incidents that cannot be prevented
B.Preventing Problems and resulting Incidents from happening
C.Eliminating recurring Incidents
D.Restoring normal service operation as quickly as possible
Correct Answers: D

18: 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
Correct Answers: A

19: What is the BEST description of an Operational Level Agreement (OLA)?
A.An agreement between the service provider and another part of the same organization
B.An agreement between the service provider and an external organization
C.A document that describes to a customer how services will be operated on a day-to-day basis
D.A document that describes business services to operational staff
Correct Answers: A

20: IT Service Continuity strategy should be based on: 1. Design of the service metrics 2. Business continuity strategy 3. Business Impact Analysis 4. Risk assessment
A.1, 2 and 4 only
B.1, 2 and 3 only
C.2, 3 and 4 only
D.1, 3 and 4 only
Correct Answers: C

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