EX0-001 ITIL Foundation (syllabus 2011)

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Showing 16–18 of 20 questions

Question 16 (Volume E)

What is the entry point or the first level of the V model?

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  • Customer / Business Needs

  • Service Release

  • Service Requirements

  • Service Solution

Question 17 (Volume B)

Which of the following BEST describes a problem?

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  • An issue reported by a user

  • The cause of two or more incidents

  • A serious incident which has a critical impact to the business

  • The cause of one or more incidents

Question 18 (Volume E)

The difference between service metrics and technology metrics is BEST described as?

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  • Service metrics measure the end to end service; Technology metrics measure individual components

  • Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness

  • Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity

  • Service metrics measure each of the service management processes; Technology metrics measure the infrastructure