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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
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    Service Release
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    Service Requirements
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    Service Solution
Question 17 (Volume B)

Which of the following BEST describes a problem?

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    An issue reported by a user
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    The cause of two or more incidents
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    A serious incident which has a critical impact to the business
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    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
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    Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
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    Service metrics include critical success factors and Key Performance Indicators; Technology metrics include availability and capacity
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    Service metrics measure each of the service management processes; Technology metrics measure the infrastructure