EX0-001 – ITIL Foundation (syllabus 2011)

Select an option, then click Submit answer.

• ○

  Service Desk staff should be recruited from people who have high levels of technical skill tominimize the cost of training them

• ○

  The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles

• ○

  The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimize salaries

• ○

  Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained
  

Select an option, then click Submit answer.

• ○

  Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

• ○

  Review of all capacity supplier agreements and underpinning contracts with supplier management

• ○

  Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

• ○

  Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion
  

Select an option, then click Submit answer.

• ○

  Management, control and prediction of the performance, utilization and capacity of individual elements of IT technology

• ○

  Review of all capacity supplier agreements and underpinning contracts with supplier management

• ○

  Management, control and prediction of the end-to-end performance and capacity of the live, operational IT services

• ○

  Future business requirements for IT services are quantified, designed, planned and implemented in a timely fashion