Itil Foundation V3
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Publicado: 29 de enero de 2013
ITIL Foundation v3
Exam : EXIN EX0-101 Title : ITIL Foundation v.3 Certification
© 2009, OISSG
Page 1 of 1
ITIL Foundation v3
1. What 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), quality B. Strategic, tactical and operational C. Critical Success Factors(CSFs), Key Performance Indicators (KPIs), activities D. Technology, process and service Answer: D 2. Which of the following is NOT a valid objective of Problem Management? A. To prevent Problems and their resultant Incidents B. To manage Problems throughout their lifecycle C. To restore service to a user D. To eliminate recurring Incidents Answer: C 3. Availability Management is responsible foravailability of the: A. Services and Components B. Services and Business Processes C. Components and Business Processes D. Services, Components and Business Processes Answer: A 4. Contracts are used to define: A. The provision of IT services or business services by a Service Provider B. The provision of goods and services by Suppliers C. Service Levels that have been agreed between the ServiceProvider and their Customer D. Metrics and Critical Success Factors (CSFs) in an external agreement Answer: B
5. Which of the following is NOT an example of Self-Help capabilities? A. Requirement to always call the Service Desk for service requests B. Web front-end C. Menu-driven range of self help and service requests D. A direct interface into the back-end process-handling software Answer: A 6.Who owns the specific costs and risks associated with providing a service? A. The Service Provider B. The Service Level Manager C. The Customer D. The Finance department Answer: A 7. Which of the following are types of communication you could expect the functions within Service Operation to perform? 1. Communication between Data Centre shifts 2. Communication related to changes 3. Performancereporting
© 2009, OISSG
Page 2 of 2
ITIL Foundation v3
4. Routine operational communication A. 1 only B. 2 and 3 only C. 1, 2 and 4 only D. All of the above Answer: D 8. How many people should be accountable for a process as defined in the RACI model? A. As many as necessary to complete the activity B. Only one - the process owner C. Two - the process owner and the process enactor D. Onlyone - the process architect Answer: B 9. What guidance does ITIL give on the frequency of production of service reporting? A. Service reporting intervals must be defined and agreed with the customers B. Reporting intervals should be set by the Service Provider C. Reports should be produced weekly D. Service reporting intervals must be the same for all services Answer: A 10. Which of the followingis the BEST definition of the term Service Management? A. A set of specialised 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 oforganizations with roles to perform certain activities Answer: A 11. Which of the following is NOT a characteristic of a process? A. It is measurable B. Delivers specific results C. Responds to specific events D. A method of structuring an organization Answer: D 12. Which of the following would be defined as part of every process? 1. Roles 2. Activities 3. Functions 4. Responsibilities A. 1 and 3 only B.All of the above C. 2 and 4 only D. 1, 2 and 4 only Answer: D 13. 1. 2. Which of the following statements is CORRECT for every process? It delivers its primary results to a customer or stakeholder It defines activities that are executed by a single function
© 2009, OISSG
Page 3 of 3
ITIL Foundation v3
A. Both of the above B. 1 only C. Neither of the above D. 2 only Answer: B 14....
Exam : EXIN EX0-101 Title : ITIL Foundation v.3 Certification
© 2009, OISSG
Page 1 of 1
ITIL Foundation v3
1. What 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), quality B. Strategic, tactical and operational C. Critical Success Factors(CSFs), Key Performance Indicators (KPIs), activities D. Technology, process and service Answer: D 2. Which of the following is NOT a valid objective of Problem Management? A. To prevent Problems and their resultant Incidents B. To manage Problems throughout their lifecycle C. To restore service to a user D. To eliminate recurring Incidents Answer: C 3. Availability Management is responsible foravailability of the: A. Services and Components B. Services and Business Processes C. Components and Business Processes D. Services, Components and Business Processes Answer: A 4. Contracts are used to define: A. The provision of IT services or business services by a Service Provider B. The provision of goods and services by Suppliers C. Service Levels that have been agreed between the ServiceProvider and their Customer D. Metrics and Critical Success Factors (CSFs) in an external agreement Answer: B
5. Which of the following is NOT an example of Self-Help capabilities? A. Requirement to always call the Service Desk for service requests B. Web front-end C. Menu-driven range of self help and service requests D. A direct interface into the back-end process-handling software Answer: A 6.Who owns the specific costs and risks associated with providing a service? A. The Service Provider B. The Service Level Manager C. The Customer D. The Finance department Answer: A 7. Which of the following are types of communication you could expect the functions within Service Operation to perform? 1. Communication between Data Centre shifts 2. Communication related to changes 3. Performancereporting
© 2009, OISSG
Page 2 of 2
ITIL Foundation v3
4. Routine operational communication A. 1 only B. 2 and 3 only C. 1, 2 and 4 only D. All of the above Answer: D 8. How many people should be accountable for a process as defined in the RACI model? A. As many as necessary to complete the activity B. Only one - the process owner C. Two - the process owner and the process enactor D. Onlyone - the process architect Answer: B 9. What guidance does ITIL give on the frequency of production of service reporting? A. Service reporting intervals must be defined and agreed with the customers B. Reporting intervals should be set by the Service Provider C. Reports should be produced weekly D. Service reporting intervals must be the same for all services Answer: A 10. Which of the followingis the BEST definition of the term Service Management? A. A set of specialised 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 oforganizations with roles to perform certain activities Answer: A 11. Which of the following is NOT a characteristic of a process? A. It is measurable B. Delivers specific results C. Responds to specific events D. A method of structuring an organization Answer: D 12. Which of the following would be defined as part of every process? 1. Roles 2. Activities 3. Functions 4. Responsibilities A. 1 and 3 only B.All of the above C. 2 and 4 only D. 1, 2 and 4 only Answer: D 13. 1. 2. Which of the following statements is CORRECT for every process? It delivers its primary results to a customer or stakeholder It defines activities that are executed by a single function
© 2009, OISSG
Page 3 of 3
ITIL Foundation v3
A. Both of the above B. 1 only C. Neither of the above D. 2 only Answer: B 14....
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