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EX0-001 – ITIL Foundation (syllabus 2011)

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Showing 4–6 of 20 questions

Question 4 (Volume E)

Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process?

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    Service Portfolio Management
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    Service Level Management
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    Component Capacity Management
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    Demand Management
Question 5 (Volume E)

How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

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    Each stage should be carried out once in the order Plan-Do-Check-Act
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    There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement Continual Improvement
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    There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement Continual Improvement
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    The entire cycle should be repeated multiple times to implement Continual Improvement
Question 6 (Volume G)

Effective Service Transition can significantly improve a service provider's ability to handle high volumes of what?

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    Service level requests
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    Changes and Releases
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    Password resets
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    Incidents and Problems