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EXIN EX0-101 ITIL FOUNDATION V.3
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EXIN EX0-101 ITIL FOUNDATION V.3
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EXIN EX0-101 ITIL FOUNDATION V.3Which of the following is NOT an example of Self-Help capabilities? - Answers-A.
Requirement to always call the service desk for service requests
What is a RACI model used for? - Answers-A. Defining roles and responsibilities
Which of the following statements is INCORRECT? - Answers-A. The SKMS is part of
the Configuration Management System (CMS)
The group that authorizes changes that must be installed faster than the normal process
is called the? - Answers-A. Emergency CAB (ECAB)
In which core publication can you find detailed descriptions of Service Level
Management, Availability Management, Supplier Management, and IT Service
Continuity Management? - Answers-B. Service Design
Which of these statements about Service Desk staff is CORRECT? - Answers-B. The
Service Desk can often be used as a stepping stone for staff to move into other more
technical or supervisory roles
Service Assets are used to create value. Which of the following are the MAJOR types of
Service Asset? - Answers-C. Resources and Capabilities
Which of the following is NOT one of the five individual aspects of Service Design? -
Answers-B. The design of Market Spaces
Which of the following is NOT the responsibility of the Service Catalogue Manager? -
Answers-D. Ensuring that information within the Service Pipeline is accurate
Which role would you MOST expect to be involved in the management of Underpinning
Contracts? - Answers-D. Supplier Manager
Which is the correct combination of Service Management terms across the Lifecycle? -
Answers-C. 1C, 2B, 3A, 4D
A plan for managing the end of a supplier contract should be created when? - Answers-
A. The contract is being negotiated
Which of the following sentences BEST describes a Standard Change? - Answers-B. A
pre-authorized change that has an accepted and established procedure
The BEST description of the purpose of Service Operation is? - Answers-C. To deliver
and support IT Services at agreed levels to business users and customers
,Which of the following module would be MOST useful in helping to define an
organizational structure? - Answers-A. RACI model
Which of the following questions does Service Strategy help answer with its guidance?
1. How do we prioritize investments across a portfolio?
2. What services to offer and to whom?
3. What are the Patterns of Business Activity (PBA)? - Answers-D. All of the above
Effective release and deployment management enables the service provider to add
value to the business by? - Answers-C. Delivering change, faster and at optimum cost
and minimized risk
How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be
visited? - Answers-D. The entire cycle should be repeated multiple times to implement
Continual Improvement
Within the Continual Service Improvement (CSI) 7 step improvement process, data
needs to be gathered and analyzed from which other area of the lifecycle in order to
answer the question "Did we get there?"? - Answers-C. Service Operation
Which of the following are responsibilities of a Service Level Manager?
1. Agreeing targets in Service Level Agreements
2. Designing the service so it can meet the targets
3. Ensuring all needed contracts and agreements are in place - Answers-A. 1 and 3 only
Which of the following combinations covers all the roles in Service Asset and
Configuration Management? - Answers-B. Configuration Administrator/Librarian; Service
Asset Manager; Configuration Manager; Configuration Analyst; Configuration control
board; CMS/tools Administrator
In many organizations, the role of the Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to: - Answers-D. Manage
Incidents effectively through 1st, 2nd and 3rd line
Which of the following statements is CORRECT? - Answers-B. The KEDB and the CMS
form part of the larger SKMS
The MAIN purpose of the Service Portfolio is to describe services in terms of? -
Answers-A. Business Value
Application Management plays a role in all applications. One of the key decisions to
which they contribute is? - Answers-A. Whether to buy an application or build it
What is the entry point or the first level of the V model? - Answers-B. Customer /
Business Needs
, Service Acceptance criteria are used to? - Answers-C. Ensure delivery and support of a
service
Contracts relating to an outsourced Data Centre would be managed by? - Answers-B.
Facilities Management
Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun - Answers-B. 1, 2 and 4 only
"Service Management is a set of specialized organizational capabilities for providing
value to customers in the form of services". These specialized organizational
capabilities include which of the following? - Answers-B. Functions and Processes
Which of the following is NOT a valid objective of Request Fulfillment? - Answers-B. To
update the Service Catalogue with services that may be requested through the Service
Desk
Which process is responsible for discussing reports with customers showing whether
services have met their targets? - Answers-B. Service Level Management
What are the three Service Provider business models? - Answers-D. Internal Service
provider, External Service provider, Shared Service Provider
Which of the following CANNOT be stored and managed by a tool? - Answers-C.
Wisdom
Which process is responsible for frequently occurring changes where risk and cost are
low? - Answers-B. Request Fulfillment
Which of the following statements is CORRECT?
1. The only phase of the Service Management Lifecycle where value can be measured
is Service Operation
2. All of the phases of the lifecycle are concerned with the value of IT services -
Answers-C. 2 only
Which of the following is NOT an aim of the Change Management process? - Answers-
C. All budgets and expenditures are accounted for
How does Problem Management work with Change Management? - Answers-C. By
issuing RFCs for permanent solutions
Understanding customer usage of services and how this varies over the Business
Lifecycle is part of which process? - Answers-D. Demand Management
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