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EX0-001 Online Practice Questions and Answers

Questions 4

Which process will perform risk analysis and review of all suppliers and contracts on a regular basis?

A. The service level management

B. The IT service continuity management

C. The service catalogue management

D. The supplier management

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Questions 5

Which of the following provide value to the business from service strategy?

1.

Enabling the service provider to have a clear understanding of what levels of service will make their customer's successful

2.

Enabling the service provider to respond quickly and effectively to changes in the business environment

3.

Reduction in the duration and frequency of service outages

A. All of the above

B. 1 and 3 only

C. 1 and 2 only

D. 2 and 3 only

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Questions 6

Which of the following is NOT a recognized example of a service provider type within the ITIL framework?

A. Internal

B. External

C. Service desk

D. Shared services unit

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Questions 7

Which one of the following is NOT a responsibility of the service transaction stage of the service lifecycle?

A. To ensure that a service managed and operated accordance with constraints specified during design

B. To design and develop capabilities for service management

C. To provide good-quality knowledge and information about services

D. To plan the resources required to manage a release

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Questions 8

Which one of the following is the BEST description of a major incident?

A. An incident which is so complex that it requires root cause analysis before a workaround can be found

B. An incident which requires a large number of people to resolve

C. An incident logged by a senior manager

D. An incident which has a high priority or a high impact on the business

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Questions 9

Removing or restricting rights to use an IT Service is the responsibility of which process?

A. Access Management

B. Incident Management

C. Request Fulfillment

D. Change Management

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Questions 10

Which process or function is responsible for the Definitive Media Library and Definitive Spares?

A. Facilities Management

B. Access Management

C. Request Fulfilment

D. Service Asset and Configuration Management

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Questions 11

Which of these recommendations is good practice for Service Level Management?

1) Include legal terminology in Service Level Agreements (SLAs)

2) It is NOT necessary to be able to measure all the targets in an SLA

A. 1 only

B. 2 only

C. Both of the above

D. Neither of the above

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Exam Code: EX0-001
Exam Name: ITIL Foundation (syllabus 2011)
Last Update: Feb 23, 2024
Questions: 425

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