ex0-101 Exam
ITIL Foundation v.3
Exam Number/Code : ex0-101
Exam Name : ITIL Foundation v.3
Questions and Answers : 159 Q&As
Update Time: 2009-10-27

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1. What are the three types of metrics that an organization should collect to support Continual Service
Improvement (CSI)?
A. Return On Investment (ROI), Value On Investment (VOI), quality
B. Strategic, tactical and operational
C. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
D. Technology, process and service
Answer: D
2. Event Management, Problem Management, Access Management and Request Fulfilment are part of
which stage of the Service Lifecycle?
A. Service Strategy
B. Service Transition
C. Service Operation
D. Continual Service Improvement
Answer: C
3. Reliability is a measure of:
A. The availability of a service or component
B. The level of risk that could impact a service or process
C. How long a service or component can perform its function without failing
D. A measure of how quickly a service or component can be restored to normal working
Answer: C
4. A single Release unit, or a structured set of Release units can be defined within:
A. The RACI Model
B. A Release Package
C. A Request Model
D. The Plan, Do, Check, Act (PDCA) cycle
Answer: B
5. What is a RACI model used for?
A. Performance analysis
B. Recording Configuration Items
C. Monitoring services
D. Defining roles and responsibilities
Answer: D