Exam Code: EX0-001
Exam Name: ITIL Foundation (Syllabus 2011)
Which two processes will contribute MOST to enabling effective problem detection?
A. Incident and financial management
B. Change and release and deployment management
C. Incident and event management
D. Knowledge and service level management
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?
A. Change proposal
B. Change policy
C. Service request
D. Risk register
Which one of the following is NOT part of the service design stage of the service lifecycle?
A. Designing and maintaining all necessary service transition packages
B. Producing quality, secure and resilient designs for new or improved services
C. Taking service strategies and ensuring they are reflected in the service design processes and the service designs that are produced
D. Measuring the effectiveness and efficiency of service design and the supporting processes
What is the result of carrying out an activity, following a process or delivering an IT service known as?
Which process is responsible for managing relationships with vendors?
A. Change management
B. Service portfolio management
C. Supplier management
D. Continual service improvement
What are the categories of event described in the UIL service operation book?
A. Informational, scheduled, normal
B. Scheduled, unscheduled, emergency
C. Informational, warning, exception
D. Warning, reactive, proactive
What would you call the groups of people who have an interest in the activities, targets, resources and deliverables from service management?
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
C. Urgent change board
D. Urgent change authority
Which of the following is NOT an objective of service transition?
A. To ensure that a service can be operated, managed and supported
B. To provide training and certification in project management
C. To provide quality knowledge and information about services and service assets
D. To plan and manage the capacity and resource requirements to manage a release
What body exists to support the authorization of changes and to assist change management in the assessment and prioritization of changes?
A. The change authorization board
B. The change advisory board
C. The change implementer
D. The change manager
Which process is responsible for discussing reports with customers showing whether services have met their targets?
A. Continual service improvement
B. Change management
C. Service level management
D. Availability management
What do customer perceptions and business outcomes help to define?
A. The value of a service
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)
Which of the following are basic concepts used in access management?
A. Personnel, electronic, network, emergency, identity
B. Rights, access, identity, directory services, service/service components
C. Physical, personnel, network, emergency, service
D. Normal, temporary, emergency, personal, group
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