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Braindumps of EX0-101
ITIL Foundation v.3

 

Exam Questions, Answers, Braindumps (EX0-101)
Clear exam,thanks to www.exams.ws and www.examcheats.net. But there’s no need to have it from both of them, only questions from only one are sufficient I think.


QUESTION 1
What are the three Service Provider business models?
A. Internal Service provider, Outsourced 3rd party and Off-shore party
B. Internal Service Operations provider, External Service Operations provider, Shared Service Unit
C. Internal Service provider, External Service provider, Outsourced 3rd Party
D. Internal Service provider, External Service provider, Shared Service Provider
Answer: D
QUESTION 2
How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
A. There should be a single Plan and Do, then Check and Act should be carried out multiple times to implement Continual Improvement
B. Each stage should be carried out once in the order Plan-Do-Check-Act
C. The entire cycle should be repeated multiple times to implement Continual Improvement
D. There should be a single Plan, then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement
Answer: C
QUESTION 3
Which is the first step in the 7 Step Improvement Process?
A. Prepare for action
B. Define what you should measure
C. Where are we now?
D. Identify gaps in Service Level Agreement (SLA) achievement
Answer: B
QUESTION 4
Which of the following is NOT a valid objective of Request Fulfillment?
A. To provide information to users about what services are available and how to request them
B. To update the Service Catalogue with services that may be requested through the Service Desk
C. To provide a channel for users to request and receive standard services
D. To source and deliver the components of standard services that have been requested
Answer: B
QUESTION 5
What is the definition of an Alert?
A. An audit report that indicates areas where IT is not performing according to agreed procedures
B. A type of Incident
C. An error message to the user of an application
D. A warning that a threshold has been reached or that something has changed
Answer: D
QUESTION 6
In many organizations the role of Incident Manager is assigned to the Service Desk. It is important that the Incident Manager is given the authority to:
A. Only manage Incidents effectively through the 1st line
B. Manage Incidents effectively through 1st, 2nd and 3rd line
C. Only manage Incidents effectively through 1st and 2nd line
D. Only manage Incidents effectively at the 3rd line
Answer: B
QUESTION 7
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
A. Produce and maintain all necessary Service Transition packages
B. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes or measurement systems that meet all the agreed current and future IT requirements of the organization
C. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced
D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
Answer: A
QUESTION 8
Which process is responsible for frequently occurring changes where risk and cost are low?
A. Access management
B. Incident Management
C. Release and Deployment Management
D. Request fulfillment
Answer: D
QUESTION 9
Staff in an IT department are experts in managing specific technology, but none of them know what services are offered to the business. What imbalance does this represent?
A. Extreme focus on responsiveness
B. Extreme focus on cost
C. Vendor focused
D. Extreme internal focus
Answer: D

EX0-101


 

 

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