EX0-101 ITIL Foundation v.3Exam AQUESTION 1What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?A.Return On Investment (ROI), Value On Investment (VOI), qualityB.Strategic, tactical and operationalC.Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activitiesD.Technology, process and serviceAnswer: DQUESTION 2Which of the following is NOT a valid objective of Problem Management?A.To prevent Problems and their resultant IncidentsB.To manage Problems throughout their lifecycleC.To restore service to a userD.To eliminate recurring IncidentsAnswer: CQUESTION 3Availability Management is responsible for availability of the:A.Services and ComponentsB.Services and Business ProcessesC.Components and Business ProcessesD.Services, Components and Business ProcessesAnswer: AQUESTION 4Contracts are used to define:A.The provision of IT services or business services by a Service ProviderB.The provision of goods and services by SuppliersC.Service Levels that have been agreed between the Service Provider and their CustomerD.Metrics and Critical Success Factors (CSFs) in an external agreementAnswer: BQUESTION 5Which of the following is NOT an example of Self-Help capabilities?A.Requirement to always call the Service Desk for service requestsB.Web front-endC.Menu-driven range of self help and service requestsD.A direct interface into the back-end process-handling softwareAnswer: AQUESTION 6Who owns the specific costs and risks associated with providing a service?A.The Service ProviderB.The Service Level ManagerC.The CustomerD.The Finance departmentAnswer: AQUESTION 7Which of the following are types of communication you could expect the functions within ServiceOperation to perform?1. Communication between Data Centre shifts2. Communication related to changes3. Performance reporting4. Routine operational communicationA.1 onlyB.2 and 3 onlyC.1, 2 and 4 onlyD.All of the aboveAnswer: DQUESTION 8How many people should be accountable for a process as defined in the RACI model?A.As many as necessary to complete the activityB.Only one - the process ownerC.Two - the process owner and the process enactorD.Only one - the process architectAnswer: BQUESTION 9What guidance does ITIL give on the frequency of production of service reporting?A.Service reporting intervals must be defined and agreed with the customersB.Reporting intervals should be set by the Service ProviderC.Reports should be produced weeklyD.Service reporting intervals must be the same for all servicesAnswer: AQUESTION 10Which of the following is the BEST definition of the term Service Management?A.A set of specialised organizational capabilities for providing value to customers in the form of servicesB.A group of interacting, interrelated, or independent components that form a unified whole, operatingtogether for a common purposeC.The management of functions within an organization to perform certain activitiesD.Units of organizations with roles to perform certain activitiesAnswer: AQUESTION 11Which of the following would be defined as part of every process?1. Roles2. Activities3. Functions4. ResponsibilitiesA.1 and 3 onlyB.All of the aboveC.2 and 4 onlyD.1, 2 and 4 onlyAnswer: DQUESTION 12Which of the following statements is CORRECT for every process?1. It delivers its primary results to a customer or stakeholder2. It defines activities that are executed by a single functionA.Both of the aboveB.1 onlyC.Neither of the aboveD.2 onlyAnswer: BQUESTION 13What are the publications that provide guidance specific to industry sectors and organization typesknown as?A.The Service Strategy and Service Transition booksB.The ITIL Complementary GuidanceC.The Service Support and Service Delivery booksD.Pocket GuidesAnswer: BQUESTION 14Which of the following is NOT a purpose of Service Transition?A.To ensure that a service can be managed, operated and supportedB.To provide training and certification in project managementC.To provide quality knowledge of Change, Release and Deployment ManagementD.To plan and manage the capacity and resource requirements to manage a releaseAnswer: BQUESTION 15What is the BEST description of the purpose of Service Operation?A.To decide how IT will engage with suppliers during the Service Management LifecycleB.To proactively prevent all outages to IT ServicesC.To design and build processes that will meet business needsD.To deliver and manage IT Services at agreed levels to business users and customersAnswer: DQUESTION 16Which of the following should NOT be a concern