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EX0-117 Real Exam Questions

Exin ITIL Foundation (syllabus 2011)

238 questions available · Page 1 of 24

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Question 1 Single choice

Which statement about the service portfolio is TRUE?

  1. A

    The service portfolio includes ail services except those managed by third parties

  2. B

    It is an integral part of the service catalogue

  3. C

    It allows the organization unlimited resources when planning for new service deployments

  4. D

    It represents all resources presently engaged or being released in various stages of the service lifecycle

Show answer and explanation

Correct answer: D

Question 2 Single choice

The design of IT services requires the effective and efficient use of "the four Ps".

What are these four Ps?

  1. A

    People, process, partners, performance

  2. B

    Performance, process, products, plans

  3. C

    People, process, products, partners

  4. D

    People, products, plans, partners

Show answer and explanation

Correct answer: C

Question 3 Single choice

Which one of the following can help determine the level of impact of a problem?

  1. A

    Definitive media library (DML)

  2. B

    Configuration management system (CMS)

  3. C

    Statement of requirements (SOR)

  4. D

    Standard operating procedures (SOP)

Show answer and explanation

Correct answer: B

Question 4 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 5 Single choice

Which process would ensure that utility and warranty requirements are properly addressed in service designs?

  1. A

    Availability management

  2. B

    Capacity management

  3. C

    Design coordination

  4. D

    Release management

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Correct answer: C

Question 6 Single choice

Which of these should a change model include?

1. The steps that should be taken to handle the change
2. Responsibilities; who should do what, including escalation
3. Timescales and thresholds for completion of the actions
4. Complaints procedures

  1. A

    1, 2 and 3 only

  2. B

    All of the above

  3. C

    1 and 3 only

  4. D

    2 and 4 only

Show answer and explanation

Correct answer: A

Question 7 Single choice

Which process would maintain policies, standards and models for service transition activities and processes?

  1. A

    Change management

  2. B

    Capacity management

  3. C

    Service transition planning and support

  4. D

    Release management

Show answer and explanation

Correct answer: C

Question 8 Single choice

In which of the following areas would ITIL complementary guidance provide assistance?

1. Adapting best practice for specific industry sectors
2. Integrating ITIL with other operating models

  1. A

    Both of the above

  2. B

    Neither of the above

  3. C

    Option 1 only

  4. D

    Option 2 only

Show answer and explanation

Correct answer: A

Question 9 Single choice

Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that cannot be prevented?

  1. A

    Service level management

  2. B

    Problem management

  3. C

    Change management

  4. D

    Event management

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Correct answer: B

Question 10 Single choice

Which of the following CANNOT be provided by a tool?

  1. A

    Knowledge

  2. B

    Information

  3. C

    Wisdom

  4. D

    Data

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Correct answer: C