EX0-101 Real Exam Questions (Part 2)

Note: Highlight for Answers

1: Which of the following do Technology metrics measure?

C.The end to end service
D.Customer satisfaction
Correct Answers: A

2: Which of the following is NOT an objective of Problem Management?

A.Minimizing the impact of Incidents that cannot be prevented
B.Preventing Problems and resulting Incidents from happening
C.Eliminating recurring Incidents
D.Restoring normal service operation as quickly as possible
Correct Answers: D

3: Who owns the specific costs and risks associated with providing a service?

A.The Service Provider
B.The Service Level Manager
C.The Customer
D.The Finance department
Correct Answers: A

4: What is the BEST description of an Operational Level Agreement (OLA)?

A.An agreement between the service provider and another part of the same organization
B.An agreement between the service provider and an external organization
C.A document that describes to a customer how services will be operated on a day-to-day basis
D.A document that describes business services to operational staff
Correct Answers: A

5: IT Service Continuity strategy should be based on:
1. Design of the service metrics
2. Business continuity strategy
3. Business Impact Analysis
4. Risk assessment

A.1, 2 and 4 only
B.1, 2 and 3 only
C.2, 3 and 4 only
D.1, 3 and 4 only
Correct Answers: C

6: Access Management is closely related to which other process?

A.Capacity Management only
B.3rd line support
C.Information Security Management
D.Change Management
Correct Answers: C

7: What are the publications that provide guidance specific to industry sectors and organization types known as?

A.The Service Strategy and Service Transition books
B.The ITIL Complementary Guidance
C.The Service Support and Service Delivery books
D.Pocket Guides
Correct Answers: B

8: Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process?

A.The IT Director
B.The Process Owner
C.The Service Owner
D.The Customer
Correct Answers: B

9: Availability Management is directly responsible for the availability of which of the following?

A.IT Services and Components
B.IT Services and Business Processes
C.Components and Business Processes
D.IT Services, Components and Business Processes
Correct Answers: A

10: Which of the following is the BEST description of a relationship in Service Asset and Configuration Management?

A.Describes the topography of the hardware
B.Describes how the Configuration Items (CIs) work together to deliver the services
C.Defines which software should be installed on a particular piece of hardware
D.Defines how version numbers should be used in a release
Correct Answers: B

11: What type of improvement should be achieved by using the Deming Cycle?

A.Rapid, one-off improvement
B.Return on investment within 12 months
C.Quick wins
D.Steady, ongoing improvement
Correct Answers: D

12: What is a RACI model used for?

A.Performance analysis
B.Recording Configuration Items
C.Monitoring services
D.Defining roles and responsibilities
Correct Answers: D

13: "Planning and managing the resources required to deploy a release into production" is a purpose of which part of the Service Lifecycle?

A.Service Operation
B.Service Strategy
C.Service Transition
D.Continual Service Improvement
Correct Answers: C

14: Which of the following is an objective of Release and Deployment Management?

A.To standardize methods and procedures used for efficient and prompt handling of all changes
B.To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS)
C.To ensure that overall business risk of change is optimized
D.To define and agree release and deployment plans with customers and stakeholders
Correct Answers: D

15: Which areas of Service Management can benefit from automation?
1. Design and Modelling
2. Reporting
3. Pattern Recognition and Analysis
4. Detection and Monitoring

A.1, 2 and 3 only
B.1, 3 and 4 only
C.2, 3 and 4 only
D.All of the above
Correct Answers: D