TestInside EX0-101 EXIN EX0-101 ITIL Foundation v.3 1.

Which of the following questions does guidance in Service Strategy help answer? 1: What services should we offer and to who ! ": #ow do we differentiate ourselves fro co $etin% alternatives! 3: #ow do we trul& create value for our custo ers! A. 1 only B. 2 only C. 3 only . All of the a!ove 'nswer: ( 2. Which of the following is "#$ a responsi!ility of the Service esign %anager? A. esign and &aintain all necessary Service $ransition pac'ages B. (roduce quality) secure and resilient designs for new or i&proved services) technology architecture) processes #r &easure&ent syste&s that &eet all the agreed current and future *$ require&ents of the organi+ation C. $a'e the overall Service Strategies and ensure they are reflected in the Service esign process and the service esigns that are produced . %easuring the effectiveness and efficiency of Service esign and the supporting processes 'nswer: ' 3. Which of the following are valid e,a&ples of !usiness value &easures? 1: )usto er retention ": Ti e to ar*et 3: +ervice 'rchitecture ,: -ar*et share A. 1 and 2 only B. 2 and - only C. All of the a!ove . 1) 2 and - only 'nswer: ( ,. .nderstanding custo&er usage of services and how this varies over ti&e is part of which process? A. Service (ortfolio %anage&ent B. Service /evel %anage&ent C. Co&ponent Capacity %anage&ent . e&and %anage&ent 'nswer: (

0. $he %A*" o!1ective of Service /evel %anage&ent is2 A. $o carry out the Service #perations activities needed to support current *$ services B. $o ensure that sufficient capacity is provided to deliver the agreed perfor&ance of services C. $o create and populate a Service Catalogue . $o ensure that an agreed level of *$ service is provided for all current *$ services 'nswer: ( 3. Which of the following are responsi!ilities of a Service /evel %anager? 1: '%reein% tar%ets in +ervice Level '%ree ents .+L's/ ": (esi%nin% technolo%& architectures to su$$ort the service 3: Ensurin% re0uired contracts and a%ree ents are in $lace A. All of the a!ove B. 2 and 3 only C. 1 and 2 only . 1 and 3 only 'nswer: ( 4. Which of the following is a good &etric for &easuring the effectiveness of Service /evel %anage&ent? A. B. C. . Custo&er satisfaction score Average nu&!er of daily *ncidents &anaged !y each service agent "u&!er of services in the Service (ortfolio "u&!er of services deployed within agreed ti&es

'nswer: ' 5. %a1or *ncidents require2 A. Separate procedures B. /ess urgency C. /onger ti&escales . /ess docu&entation 'nswer: '

6. Which of the following should !e done when closing an *ncident? 1: )hec* the Incident cate%ori1ation and correct it if necessar& ": (ecide whether a 2ro3le needs to 3e lo%%ed A. 1 only B. Both of the a!ove C. 2 only . "one of the a!ove 'nswer: 4 17. Which of the following is "#$ a valid o!1ective of 8equest 9ulfil&ent? A. $o provide infor&ation to users a!out what services are availa!le and how to request the& B. $o update the Service Catalogue with services that &ay !e requested through the Service es' C. $o provide a channel for users to request and receive standard services . $o source and deliver the co&ponents of standard services that have !een requested 'nswer: 4 11. Which of the following would "#$ !e a tas' carried out !y the 8equest 9ulfil&ent process? A. $he sourcing and delivering of the co&ponents of requested standard services :e.g. licenses and software &edia; B. (rovision of a channel for users to request and receive standard services for which a pre<defined approval and qualification process e,ists C. (rovision of infor&ation to users and custo&ers a!out the availa!ility of services and the procedure for o!taining the& . (rovision of infor&ation used to co&pare actual perfor&ance against design standards 'nswer: ( 12. =ow &any nu&!ered steps are in the Continual Service *&prove&ent :CS*; process? A. 4 B. C. 3 . 11 'nswer: '

13. Which 9unctions are included in *$ #perations %anage&ent? A. "etwor' %anage&ent and Application %anage&ent B. $echnical %anage&ent and Application %anage&ent C. *$ #perations Control and 9acilities %anage&ent . 9acilities %anage&ent and $echnical %anage&ent 'nswer: ) 1-. $he *$*/ C#8> pu!lications are structured around the Service /ifecycle. Which of the following state&ents a!out the *$*/ C#%(/>%>"$A8? guidance is C#88>C$? A. *t is also structured around the Service /ifecycle B. *t provides guidance to specific industry sectors and types of organi+ation C. *t consists of five pu!lications . *t provides the guidance necessary for an integrated approach as required !y *S#@*>C 27777 'nswer: 4 10. Which of the following should !e supported !y technology? 1: 5erification of )onfi%uration -ana%e ent +&ste .)-+/ data ": )ontrol of user des*-to$s 3: )reation and use of dia%nostic scri$ts ,: 5isi3ilit& of overall IT +ervice $erfor ance A. 2) 3 and - only B. 1) 2 and 3 only C. 1) 3 and - only . All of the a!ove 'nswer: ( 13. Which of the following CA""#$ !e provided !y a tool? A. Anowledge B. *nfor&ation C. Wisdo& . ata 'nswer: ) 14. $he B>S$ (rocesses to auto&ate are those that are2 A. Carried out !y Service #perations B. Carried out !y lots of people C. Critical to the success of the !usiness &ission . Si&ple and well understood 'nswer: (

15. Which of the following areas would technology help to support during the Service #peration phase of the /ifecycle? 1: Identif&in% confi%uration of user des*to$ 2)s when Incidents are lo%%ed ": )ontrol of user des*-to$ 2)s 3: )reate and use dia%nostic scri$ts ,: (ash3oard t&$e technolo%& A. 1) 2 and 3 only B. All of the a!ove C. 1) 3 and - only . 2) 3 and - only 'nswer: 4 16. Which of the following are the two pri&ary ele&ents that create value for custo&ers? A. Balue on *nvest&ent :B#*;) 8eturn on *nvest&ent :8#*; B. Custo&er and .ser satisfaction C. .nderstanding Service 8equire&ents and Warranty . .tility and Warranty 'nswer: ( 27. What is the Service (ipeline? A. All services that are at a conceptual or develop&ent stage) or are undergoing testing B. All services e,cept those that have !een retired C. All services that are contained within the Service /evel Agree&ent :S/A; . All co&ple, &ulti<user services 'nswer: ' 21. What are the types of activity within e&and %anage&ent? A. Activity !ased) Access %anage&ent B. Activity !ased) Business activity patterns and user profiles C. Analytical !ased) Business activity patterns and user profiles . Analytical !ased) Shaping user !ehavior 'nswer: 4

22. Which of the following is "#$ a purpose of Service $ransition? A. $o ensure that a service can !e &anaged) operated and supported B. $o provide training and certification in pro1ect &anage&ent C. $o provide quality 'nowledge of Change) 8elease and eploy&ent %anage&ent . $o plan and &anage the capacity and resource require&ents to &anage a 8elease 'nswer: 4 23. Which of the following state&ents B>S$ descri!es a efinitive %edia /i!rary : %/;? A. A secure location where definitive hardware spares are held B. A secure li!rary where definitive authori+ed versions of all &edia Configuration *te&s :C*s; are stored and (rotected C. A data!ase that contains definitions of all &edia C*s . A secure li!rary where definitive authori+ed versions of all software and !ac'<ups are stored and protected 'nswer: 4 2-. #ne organi+ation provides and &anages an entire !usiness process or function for another organi+ation. $his is 'nown as2 A. Business (rocess %anage&ent B. Business 9unction #utsourcing C. Business (rocess #utsourcing . Anowledge (rocess #utsourcing 'nswer: ) 20. Which Service esign process &a'es the &ost use of data supplied !y e&and %anage&ent? A. Service Catalogue %anage&ent B. Service /evel %anage&ent C. *$ Service Continuity %anage&ent . Capacity %anage&ent 'nswer: (

23. What is the B>S$ description of the purpose of Service #peration? A. $o decide how *$ will engage with suppliers during the Service %anage&ent /ifecycle B. $o proactively prevent all outages to *$ Services C. $o design and !uild processes that will &eet !usiness needs . $o deliver and &anage *$ Services at agreed levels to !usiness users and custo&ers 'nswer: ( 24. Availa!ility %anage&ent is responsi!le for availa!ility the of2 A. Services and Co&ponents B. Services and Business (rocesses C. Co&ponents and Business (rocesses . Services) Co&ponents and Business (rocesses 'nswer: ' 25. Which of the following is a su!<process of Capacity %anage&ent? A. Co&ponent Capacity %anage&ent B. (rocess Capacity %anage&ent C. $echnology Capacity %anage&ent . Capa!ility Capacity %anage&ent 'nswer: ' 26. $he group that authorises Changes that &ust !e installed faster than the nor&al process is called the2 A. $echnical %anage&ent B. >&ergency Change Advisory Board :>CAB; C. .rgent Change Board :.CB; . .rgent Change Authority :.CA; 'nswer: 4

37. Which of the following state&ents B>S$ descri!es the ai&s of 8elease and eploy&ent %anage&ent? A. $o !uild) test and deliver the capa!ility to provide the services specified !y Service esign and that will acco&plish the sta'eholders require&ents and deliver the intended o!1ectives B. $o ensure that each 8elease pac'age specified !y Service esign consists of a set of related assets and service co&ponents that are co&pati!le with each other C. $o ensure that all 8elease and eploy&ent pac'ages can !e trac'ed) installed) tested) verified and@or uninstalled or !ac'ed out if appropriate . $o record and &anage deviations) ris's and issues related to the new or changed service 'nswer: ' 31. Which of the following is step 1 in the 4 Step *&prove&ent (rocess? A. (repare for action B. efine what you should &easure C. Where are we now? . *dentify gaps in Service /evel Agree&ent :S/A; achieve&ent 'nswer: 4 32. Which of the following is "#$ a 9."C$*#"? A. Application %anage&ent B. Service es' C. *ncident %anage&ent . $echnical %anage&ent 'nswer: ) 33. Which of the following B>S$ descri!es a Service es'? A. A process within Service #peration providing a single point of contact B. A dedicated nu&!er of staff handling service requests C. A dedicated nu&!er of staff answering questions fro& users . A dedicated nu&!er of staff handling *ncidents and service requests 'nswer: (

3-. Which of these activities would you e,pect to !e perfor&ed !y a Service es'? 1: Lo%%in% details of Incidents and service re0uests ": 2rovidin% first-line investi%ation and dia%nosis 3: 6estorin% service ,: (ia%nosin% the root-cause of $ro3le s A. All of the a!ove B. 1) 2 and 3 only C. 1) 2 and - only . 2) 3 and - only 'nswer: 4 30. Which of the following functions would !e responsi!le for &anage&ent of a data centre? A. $echnical %anage&ent B. Service es' C. *$ #perations Control . 9acilities %anage&ent 'nswer: ( 33. Covernance is concerned with2 A. %easuring and i&proving the efficiency and effectiveness of processes B. >nsuring that defined strategy is actually followed C. 8educing the total cost of providing services . >nsuring that agreed Service /evel 8equire&ents are &et 'nswer: 4 34. A ris' is2 A. So&ething that wonDt happen B. So&ething that will happen C. So&ething that has happened . So&ething that &ight happen 'nswer: (

35. Which of the following B>S$ descri!es when a Anown >rror record should !e raised? A. A Anown >rror should not !e raised until a te&porary resolution or wor'around has !een found B. A Anown >rror should !e raised at any ti&e that it would !e useful to do so C. As soon as it !eco&es o!vious that a quic' resolution of the (ro!le& will not !e found . *&&ediately following the (ro!le& resolution) so a per&anent historical record of all actions is retained in case of a recurrence 'nswer: 4 36. *$ #perations %anage&ent have !een as'ed !y a custo&er to carry out a non< standard activity) that will cause the& to &iss an agreed service level target. =ow should they respond? A. 8efuse the request !ecause they &ust operate the service to &eet the agreed service levels B. %a'e a decision !ased on !alancing sta!ility and responsiveness C. Accept the request as they &ust support custo&er !usiness outco&es . $hey should escalate this decision to Service Strategy 'nswer: 4 -7. Which process is responsi!le for recording relationships !etween service co&ponents? A. Service /evel %anage&ent B. Service (ortfolio %anage&ent C. Service Asset and Configuration %anage&ent . *ncident %anage&ent 'nswer: ) -1. A single 8elease unit) or a structured set of 8elease units can !e defined within2 A. $he 8AC* %odel B. A 8elease (ac'age C. A 8equest %odel . $he (lan) o) Chec') Act :( CA; cycle 'nswer: 4

-2. Which of the following &ight !e used to define how a future (ro!le& or *ncident could !e &anaged? 1: Incident -odel ": 7nown Error 6ecord A. 1 only B. 2 only C. Both of the a!ove . "either of the a!ove 'nswer: ) -3. Which process is responsi!le for low ris') frequently occurring) low cost changes? A. e&and %anage&ent B. *ncident %anage&ent C. 8elease and eploy&ent %anage&ent . 8equest 9ulfill&ent 'nswer: ( --. Which role is accounta!le for a specific service within an organi+ation? A. $he Service /evel %anager B. $he Business 8elationship %anager C. $he Service #wner . $he Service Continuity %anager 'nswer: ) -0. Which of the following is "#$ an ai& of the Change %anage&ent process? A. #verall !usiness ris' is opti&i+ed B. Standardi+ed &ethods and procedures are used for efficient and pro&pt handling of all Changes C. All changes to Service Assets and Configuration *te&s :C*s; are recorded in the Configuration %anage&ent Syste& :C%S; . All !udgets and e,penditures are accounted for 'nswer: (

-3. Which of the following is "#$ one of the five individual aspects of Service esign? A. $he design of the Service (ortfolio) including the Service Catalogue B. $he design of new or changed services C. $he design of %ar'et Spaces . $he design of the technology architecture and &anage&ent syste&s 'nswer: ) -4. #ne of the five &a1or aspects of Service esign is the design of service solutions. Which of the following does this include? A. #nly capa!ilities needed and agreed B. #nly resources and capa!ilities needed C. #nly require&ents needed and agreed . 8equire&ents) resources and capa!ilities needed and agreed 'nswer: ( -5. Which of the following is a valid role in the 8AC* Authority %atri,? A. Configuration B. Consulted C. Co&ple, . Controlled 'nswer: 4 -6. What is a 8AC* &odel used for? A. (erfor&ance analysis B. 8ecording Configuration *te&s C. %onitoring services . efining roles and responsi!ilities 'nswer: ( 07. Which of the following &odels would !e &ost useful in helping to define an organisational structure? A. 8AC* %odel B. Service %odel C. Continual Service *&prove&ent :CS*; %odel . (lan) o) Chec') Act :( CA; %odel 'nswer: '

01. Which of the following is "#$ the responsi!ility of the Service Catalogue %anager? A. >nsuring that infor&ation in the Service Catalogue is accurate B. >nsuring that infor&ation within the Service (ipeline is accurate C. >nsuring that infor&ation in the Service Catalogue is consistent with infor&ation in the Service (ortfolio . >nsuring that all operational services are recorded in the Service Catalogue 'nswer: 4 02. Which of the following delivery strategies is descri!ed as) E9or&al arrange&ents !etween two or &ore organi+ations to wor' together to design) develop) transition) &aintain) operate and@or support *$ servicesE? A. #utsourcing B. Application Service (rovision C. %ulti<sourcing . Anowledge (rocess #utsourcing 'nswer: ) 03. $o add value to the !usiness) what are the four reasons to &onitor and &easure? A. BalidateF irectF GustifyF *ntervene B. 8eportF %anageF *&proveF >,tend C. %anageF %onitorF iagnoseF *ntervene . (lanF (redictF 8eportF Gustify 'nswer: ' 0-. Which of the following provides resources to resolve operational and support issues during 8elease and eploy&ent? A. >arly /ife Support B. Service $est %anager C. >valuation . 8elease (ac'aging and Build %anager 'nswer: ' 00. What does a service always deliver to custo&ers? A. Applications B. *nfrastructure C. Balue . 8esources 'nswer: )

03. Who owns the specific costs and ris's associated with providing a service? A. $he Service (rovider B. $he Service /evel %anager C. $he Custo&er . 8esources 'nswer: ' 04. Which stage of the Service /ifecycle is %#S$ concerned with defining policies and o!1ectives? A. Service esign B. Service $ransition C. Service Strategy . Service #peration 'nswer: ) 05. Which of the following is %#S$ concerned with the design of new or changed services? A. Change %anage&ent B. Service $ransition C. Service Strategy . Service esign 'nswer: ( 06. Which of the following are !enefits that i&ple&enting Service $ransition could provide to the !usiness? 1: '3ilit& to ada$t 0uic*l& to new re0uire ents ": 6educed cost to desi%n new services 3: I $roved success in i $le entin% chan%es A. 1 and 2 only B. 2 and 3 only C. 1 and 3 only . All the a!ove 'nswer: ) 37. Which of the following sentences B>S$ descri!es a Standard Change? A. A Change to the service providerDs esta!lished policies and guidelines B. A Change that correctly follows the required Change process C. A pre<authorised Change that has an accepted and esta!lished procedure . A Change that is &ade as the result of an audit 'nswer: )

31. Which of the following are activities that would !e carried out !y Supplier %anage&ent? 1: -ana%e ent and review of 8r%anisational Level '%ree ents .8L's/ ": Evaluation and selection of su$$liers 3: 8n%oin% ana%e ent of su$$liers A. 1 and 2 only B. 1 and 3 only C. 2 and 3 only . All of the a!ove 'nswer: ) 32. Which stages of the Service /ifecycle does the 4 Step *&prove&ent (rocess apply to? A. Service #peration B. Service $ransition and Service #peration C. Service esign) Service $ransition and Service #peration . Service Strategy) Service esign) Service $ransition) Service #peration and Continual Service *&prove&ent 'nswer: ( 33. Which of the following is the C#88>C$ description of the Seven 8Ds of Change %anage&ent? A. A set of questions that should !e as'ed to help understand the i&pact of Changes B. A seven step process for releasing Changes into production C. A set of questions that should !e as'ed when reviewing the success of a recent Change . A definition of the roles and responsi!ilities required for Change %anage&ent 'nswer: ' 3-. Which of the following state&ents is C#88>C$? An >vent could !e caused !y2 1: 'n e9ce$tion to nor al o$eration: such as a device e9ceedin% a threshold or an unauthori1ed )onfi%uration Ite .)I/ 3ein% detected on the networ* ": Nor al o$eration: such as a user lo%%in% into an a$$lication or an e ail reachin% its intended reci$ient A. 2 only B. 1 only C. Both of the a!ove . "either of the a!ove 'nswer: )

30. Which of the following is the B>S$ definition of the ter& Service %anage&ent? A. A set of specialised organisational capa!ilities for providing value to custo&ers in the for& of services B. A group of interacting) interrelated) or independent co&ponents that for& a unified whole) operating together for a co&&on purpose C. $he &anage&ent of functions within an organisation to perfor& certain activities . .nits of organisations with roles to perfor& certain activities 'nswer: ' 33. *&ple&entation of *$*/ Service %anage&ent requires preparing and planning the effective and efficient use of2 A. (eople) (rocess) (artners) Suppliers B. (eople) (rocess) (roducts) $echnology C. (eople) (rocess) (roducts) (artners . (eople) (roducts) $echnology) (artners 'nswer: ) 34. EService %anage&ent is a set of specialised organisational capa!ilities for providing value to custo&ers in the for& of servicesE. $hese specialised organisational capa!ilities include which of the following? A. Applications and *nfrastructure B. 9unctions and (rocesses C. Service (ipeline and Service Catalogue . %ar'ets and Custo&ers 'nswer: 4 35. $he left<hand side of the Service B %odel represents require&ents and specifications. What does the right<hand side of the Service B %odel represent? A. Balidation and $esting B. $he !usiness value that can !e e,pected fro& a given service $est*nside >H7<171 C. (erfor&ance and capacity require&ents of services and *$ infrastructure . 8oles and responsi!ilities required for an effective Service %anage&ent i&ple&entation 'nswer: '

36. An *$ depart&ent is under pressure to cut costs. As a result) the quality of services has started to suffer. What i&!alance does this represent? A. >,tre&e focus on cost B. >,tre&e focus on quality C. >,cessively proactive . >,cessively reactive 'nswer: ' 47. What would !e the ne,t step in the Continual Service *&prove&ent :CS*; %odel after2 1: What is the vision! ": Where are we now! 3: Where do we want to 3e! ,: #ow do we %et there! ;: (id we %et there! <: ! A. What is the 8eturn #n *nvest&ent :8#*;? B. =ow &uch did it cost? C. =ow do we 'eep the &o&entu& going? . What is the Balue #n *nvest&ent :B#*;? 'nswer: ) 41. #rder the following Continual Service *&prove&ent :CS*; i&ple&entation steps into the correct sequence in align&ent with the (lan) o) Chec') Act :( CA; &odel. 1: 'llocate roles and res$onsi3ilities to wor* on )+I initiatives ": -easure and review that the )+I $lan is e9ecuted and its o3=ectives are 3ein% achieved 3: Identif& the sco$e: o3=ectives and re0uire ents for )+I ,: I $le ent )+I enhance ent A. 3<1<2<B. 3<-<2<1 C. 1<3<2<. 2<3<-<1 'nswer: ' 42. Which activities are carried out in the EWhere do we want to !e?E step of the Continual Service *&prove&ent :CS*; %odel? A. *&ple&enting service and process i&prove&ents B. Aligning the !usiness and *$ strategies C. Creating a !aseline . efining &easura!le targets 'nswer: (