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Vendor: EXIN
Certifications: EXIN ITIL
Exam Name: ITIL Foundation (syllabus 2011)
Exam Code: EX0-001
Total Questions: 425 Q&As
EX0-001 dumps
Which one of the following is the BEST definition of the term service management?
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
C. The management of functions within an organization to perform certain activities
D. Units of organizations with roles to perform certain activities
Correct Answer: A

Which of the following is NOT a valid objective of problem management?
A. To prevent problems and their resultant Incidents
B. To manage problems throughout their lifecycle
C. To restore service to a user
D. To eliminate recurring incidents
Correct Answer: C

Which one of the following is an objective of service catalogue management?
A. Negotiating and agreeing service level agreement
B. Negotiating and agreeing operational level agreements
C. Ensuring that the service catalogue is made available to those approved to access it
D. Only ensuring that adequate technical resources are available
Correct Answer: C

Which of the following statements BEST describes the aims of release and deployment management? EX0-001 dumps
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 and service components
C. To ensure that all changes can be tracked, tested and verified if appropriate
D. To record and manage deviations, risks and issues related to the new or changed service
Correct Answer: A

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?
A. Implementing service and process improvements
B. Reviewing measurements and metrics
C. Creating a baseline
D. Defining measurable targets
Correct Answer: D

Which one of the following can help determine the level of impact of a problem?
A. Definitive media library (DML)
B. Configuration management system (CMS)
C. Statement of requirements (SOR)
D. Standard operating procedures (SOP)
Correct Answer: B

The effective management of risk requires specific types of action. Which of the following pairs of actions would be BEST to manage risk?
A. Training in risk management for all staff and identification of risks
B. Identification of risk, analysis and management of the exposure to risk
C. Control of exposure to risk and investment of capital
D. Training of all staff and investment of capital
Correct Answer: B

Which of the following is an enabler of best practice?
A. Standards
B. Technology
C. Academic research
D. Internal experience
Correct Answer: B

Service design emphasizes the importance of the “Four Ps”. These “Four Ps” include Partners, People, Processes and one other “P”. EX0-001 dumps Which of the following is the additional “P”?
A. Profit
B. Preparation
C. Products
D. Potential
Correct Answer: C

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 Answer: C

Where would you expect incident resolution targets to be documented?
A. A service level agreement (SLA)
B. A request for change (RFC)
C. The service portfolio
D. A service description
Correct Answer: A

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 customer’s successful
2. Enabling the service provider to respond quickly and effectively to changes in the business environment
3. Reduction in the duration and frequency of service outages
A. All of the above
B. 1 and 3 only
C. 1 and 2 only
D. 2 and 3 only
Correct Answer: C

What are the categories of event described in the ITIL service operation book?
A. Informational, scheduled, normal
B. Scheduled, unscheduled, emergency
C. Informational, warning, exception
D. Warning, reactive, proactive
Correct Answer: C

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
A. 2, 3 and 4 only
B. All of the above
C. 1, 2 and 3 only
D. 1, 2 and 4 only
Correct Answer: C

Which one of the following is concerned with policy and direction? EX0-001 dumps
A. Capacity management
B. Governance
C. Service design
D. Service level management
Correct Answer: B

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