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EX0-001 Real Exam Questions

ITIL Foundation (syllabus 2011)

425 questions available · Page 1 of 43

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Question 1 Single choice

When can a known error record be raised?

1. At any time it would be useful to do so

2. After a workaround has been found

  1. A

    2 only

  2. B

    1 only

  3. C

    Neither of the above

  4. D

    Both of the above

Show answer and explanation

Correct answer: D

Question 2 Single choice

Which of the following are the MAIN objectives of incident management?

1. To automatically detect service-affecting events

2. To restore normal service operation as quickly as possible

3. To minimize adverse impacts on business operations

  1. A

    1 and 2 only

  2. B

    2 and 3 only

  3. C

    1 and 3 only

  4. D

    All of the above

Show answer and explanation

Correct answer: B

Question 3 Single choice

Which of the following is NOT an objective of problem management?

  1. A

    Minimizing the impact of incidents that cannot be prevented

  2. B

    Preventing problems and resulting incidents from happening

  3. C

    Eliminating recurring incidents

  4. D

    Restoring normal service operation as quickly as possible

Show answer and explanation

Correct answer: D

Question 4 Single choice

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?

  1. A

    Extreme focus on cost

  2. B

    Extreme focus on responsiveness

  3. C

    Vendor focused

  4. D

    Extreme internal focus

Show answer and explanation

Correct answer: D

Question 5 Single choice

What should a service always deliver to customers?

  1. A

    Applications

  2. B

    Infrastructure

  3. C

    Value

  4. D

    Resources

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Correct answer: C

Question 6 Single choice

In which of the following situations should a Problem Record be created?

  1. A

    An event indicates that a redundant network segment has failed but it has not impacted any users

  2. B

    An Incident is passed to second-level support

  3. C

    A Technical Management team identifies a permanent resolution to a number of recurring Incidents

  4. D

    Incident Management has found a workaround but needs some assistance in implementing it

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Correct answer: C

Question 7 Single choice

Which of the following is the correct definition of an outcome?

  1. A

    The results specific to the clauses in a service level agreement (SLA)

  2. B

    The result of carrying out an activity, following a process or delivering an IT service

  3. C

    All the accumulated knowledge of the service provider

  4. D

    All incidents reported to the service desk

Show answer and explanation

Correct answer: B

Question 8 Single choice

Which one of the following is NOT an aim of the change management process?

  1. A

    To ensure the impact of changes are understood

  2. B

    To ensure that changes are recorded and evaluated

  3. C

    To ensure that all changes to configuration items (CIs) are recorded in the configuration management system (CMS)

  4. D

    To deliver and manage IT services at agreed levels to business users

Show answer and explanation

Correct answer: D

Question 9 Single choice

What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

  1. A

    Strategic customers

  2. B

    External customers

  3. C

    Valued customers

  4. D

    Internal customers

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Correct answer: B

Question 10 Single choice

A consultant has made two recommendations to you in a report:

1. To include legal terminology in your Service Level Agreements (SLAs)

2. It is not necessary to be able to measure all the targets in an SLA

Which of the recommendations conform to Service Level Management good practice?

  1. A

    1 only

  2. B

    2 only

  3. C

    Both of the above

  4. D

    Neither of the above

Show answer and explanation

Correct answer: D