ITIL Foundation v.3
Answers, Braindumps (EX0-101)
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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
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
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
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
Which of the following is NOT a valid objective of Request
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
D. To source and deliver the components of standard
services that have been requested
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
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
C. Only manage Incidents effectively through 1st and
D. Only manage Incidents effectively at the 3rd line
Which of the following is NOT part of the Service Design
phase of the Service Lifecycle?
A. Produce and maintain all necessary Service
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
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
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