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VUE/Prometric Code: EX0-101
Exam: ITIL Foundation v.3
Ver:V9.02
Q&A:158 Q&As
업그레이트:2010-05-10
EX0-101 최신무료덤프 체험하기:
1. Which of the following do Service Metrics measure?
A. Processes and functions
B. Maturity and cost
C. The end to end service
D. Infrastructure availability
Answer: C
2. Which of the following BEST describes a Service Request?
A. A request from a User for information, advice or for a Standard Change
B. Anything that the customer wants and is prepared to pay for
C. Any request or demand that is entered by a user via a Self-Help web-based interface
D. Any Request for Change (RFC) that is low risk and can be approved by the Change Manager without a
Change Advisory Board (CAB) meeting
Answer: A
3. Which of the following does the Availability Management process include?
1 Ensuring services are able to meet availability targets
2 Monitoring and reporting actual availability
3 Improvement activities, to ensure that services continue to meet or exceed their availability goals
A. 2 and 3 only
B. All of the above
C. 1 and 2 only
D. 1 and 3 only
Answer: B
4. What are Request Models used for?
A. Assessing changes to understand their potential impact
B. Modelling arrival rates and performance characteristics of service requests
C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or
remote
D. Defining how common types of service requests should be processed
Answer: D
5. Which of the following is NOT the responsibility of Service Catalogue Management?
A. Ensuring that information in the Service Catalogue is accurate
B. Ensuring that information within the Service Pipeline is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service
Portfolio
D. Ensuring that all operational services are recorded in the Service Catalogue
Answer: B
6. Which statement should NOT be part of the value proposition for Service Design?
A. Reduced Total Cost of Ownership
B. Improved quality of service
C. Improved Service alignment with business goals
D. Better balance of technical skills to support live services
Answer: D
7. Which of the
following is NOT an objective of the Operations Management function?
A. Swift application of skills to diagnose any IT Operations failures that occur
B. Delivering improvements to achieve reduced costs
C. First line Incident investigation and diagnosis logged by users
D. Maintenance of status quo to achieve stability of day to day processes and activities
Answer: C
8. What body exists to support the authorisation of changes and to assist Change Management in the
assessment and prioritization of changes?
A. The Change Authorisation Board
B. The Change Advisory Board
C. The Change Implementer
D. The Change Manager
Answer: B
9. Which 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
Answer: A
10. "Service Management is a set of specialized organizational capabilities for providing value to
customers in the form of services".
These specialized organizational capabilities include which of the following?
A. Applications and Infrastructure
B. Functions and Processes
C. Service Pipeline and Service Catalogue
D. Markets and Customers
Answer: B
11. Which of the following is NOT a characteristic of a process?
A. Is measurable
B. Delivers specific results
C. Responds to specific events
D. Structures an organization
Answer: D
12. Which of the following statements is CORRECT for every process?
1 It delivers its primary results to a customer or stakeholder
2 It defines activities that are executed by a single function
A. Both of the above
B. 1 only
C. Neither of the above
D. 2 only
Answer: B
13. What are the publications that provide guidance specific to industry sectors and organization types
known as?
A. The Service Strategy and Service Transition books
B. The ITIL Complementary Guidance
C. The Service Support and Service Delivery books
D. Pocket Guides
Answer: B
14. Which of the following is NOT a purpose of Service Transition?
A. To ensure that a service can be managed, operated and supported
B. To provide training and certification in project management
C. To provide quality knowledge of Change, Release and Deployment Management
D. To plan and manage the capacity and resource requirements to manage a release
Answer: B
15. What is the BEST description of the purpose of Service Operation?
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
B. To proactively prevent all outages to IT Services
C. To design and build processes that will meet business needs
D. To deliver and manage IT Services at agreed levels to business users and customers
Answer: D
16. When can a Known Error record be raised?
1 At any time it would be useful to do so
2 After the permanent solution has been implemented
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above
Answer: B
17. 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
Answer: A
18. Which of the following is the CORRECT definition of a Release Unit?
A. A measurement of cost
B. A function described within Service Transition
C. The team of people responsible for implementing a release
D. The portion of a service or IT infrastructure that is normally released together
Answer: D
19. The BEST description of an Incident is:
A. An unplanned disruption of service unless there is a backup to that service
B. An unplanned interruption to service or a reduction in the quality of service
C. Any disruption to service whether planned or unplanned
D. Any disruption to service that is reported to the Service Desk, regardless of whether the service is
impacted or not
Answer: B
20. Which of the following BEST describes a Problem?
A. An issue reported by a user
B. The cause of two or more incidents
C. A serious incident which has a critical impact to the business
D. The cause of one or more incidents
Answer: D