Free EX0-001 – ITIL Foundation (syllabus 2011) Practice Test Question

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  The Service Strategy and Service Transition books

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  The ITIL Complementary Guidance

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  The Service Support and Service Delivery books

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  Pocket Guides
  

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  Plan

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  Do

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  Check

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  Act
  

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  Both of the above

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  Neither of the above

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  2 only

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  1 only
  

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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
  

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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
  

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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
  

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

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

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  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

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  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
  

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

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

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

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

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

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

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

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

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  Where are we now?

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  Where do we want to be?

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  How do we get there?

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  Did we get there?
  

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  1 and 2 only

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  2 and 3 only

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  1 and 3 only

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  None of the above
  

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  Review and analyze Service Level Achievement results

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  Identify activities to improve the efficiency of service management processes

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  Improve the cost effectiveness of IT services without sacrificing customer satisfaction

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  Conduct activities to deliver and manage services at agreed levels to business users
  

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  Request for Change

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  Problem Resolution

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  Incident Records

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  New Known Errors
  

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  Service Operation

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  Service Strategy

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  Service Transition

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  Continual Service Improvement
  

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  Act

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  Plan

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  Do

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  Co-ordinate
  

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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
  

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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
  

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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
  

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  Validate; Direct; Justify; Improve

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  Evaluate; Diagnose; Justify; Intervene

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  Validate; Direct; Justify; Intervene

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  Evaluate; Direct; Justify; Improve
  

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  All of the above

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  1 and 3 only

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  1 and 2 only

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  2 and 3 only