ITIL Foundation v.3 : ex0-101 Exam
Exam Number/Code: ex0-101
Exam Name: ITIL Foundation v.3
“ITIL Foundation v.3″, also known as ex0-101 exam, is a EXIN,Inc certification.
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Questions and Answers : 120 Q&AsUpdated: December 31st , 2008
1. Which of the following are benefits that implementing Service Transition could provide to the business?
1. Ability to adapt quickly to new requirements
2. Reduced cost to design new services
3. Improved success in implementing changes
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. All the above
Answer: C
2. Which Functions are included in IT Operations Management?
A. Network Management and Application Management
B. Technical Management and Application Management
C. IT Operations Control and Facilities Management
D. Facilities Management and Technical Management
Answer: C
3. Which of the following should be supported by technology?
1. Verification of Configuration Management System (CMS) data
2. Control of user desk-tops
3. Creation and use of diagnostic scripts
4. Visibility of overall IT Service performance
A. 2, 3 and 4 only
B. 1, 2 and 3 only
C. 1, 3 and 4 only
D. All of the above
Answer: D
4. Which of the following sentences BEST describes a Standard Change?
A. A Change to the service provider’s established policies and guidelines
B. A Change that correctly follows the required Change process
C. A pre-authorised Change that has an accepted and established procedure
D. A Change that is made as the result of an audit
Answer: C
5. Which of the following is a valid role in the RACI Authority Matrix?
A. Configuration
B. Consulted
C. Complex
D. Controlled
Answer: B
6. Which of the following is a good metric for measuring the effectiveness of Service Level Management?
A. Customer satisfaction score
B. Average number of daily Incidents managed by each service agent
C. Number of services in the Service Portfolio
D. Number of services deployed within agreed times
Answer: A
7. Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
A. People, Process, Partners, Suppliers
B. People, Process, Products, Technology
C. People, Process, Products, Partners
D. People, Products, Technology, Partners
Answer: C
8. Which of the following models would be most useful in helping to define an organisational structure?
A. RACI Model
B. Service Model
C. Continual Service Improvement (CSI) Model
D. Plan, Do, Check, Act (PDCA) Model
Answer: A
9. A risk is:
A. Something that won’t happen
B. Something that will happen
C. Something that has happened
D. Something that might happen
Answer: D
10. The BEST Processes to automate are those that are:
A. Carried out by Service Operations
B. Carried out by lots of people
C. Critical to the success of the business mission
D. Simple and well understood
Answer: D
11. Which of the following functions would be responsible for management of a data centre?
A. Technical Management
B. Service Desk
C. IT Operations Control
D. Facilities Management
Answer: D
12. One of the five major aspects of Service Design is the design of service solutions. Which of the following does
this include?
A. Only capabilities needed and agreed
B. Only resources and capabilities needed
C. Only requirements needed and agreed
D. Requirements, resources and capabilities needed and agreed
Answer: D
13. Availability Management is responsible for availability the of:
A. Services and Components
B. Services and Business Processes
C. Components and Business Processes
D. Services, Components and Business Processes
Answer: A
14. Which of the following delivery strategies is described as, “Formal arrangements between two or more
organisations to work together to design, develop, transition, maintain, operate and/or support IT services”?
A. Outsourcing
B. Application Service Provision
C. Multi-sourcing
D. Knowledge Process Outsourcing
Answer: C
15. What is the BEST description of the purpose of Service Operation?
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
B. To proactively prevent all outages to IT Services
C. To design and build processes that will meet business needs
D. To deliver and manage IT Services at agreed levels to business users and customers
Answer: D
16. What are the types of activity within Demand Management?
A. Activity based, Access Management
B. Activity based, Business activity patterns and user profiles
C. Analytical based, Business activity patterns and user profiles
D. Analytical based, Shaping user behaviour
Answer: B
17. Which of the following is NOT a responsibility of the Service Design Manager?
A. Design and maintain all necessary Service Transition packages
B. Produce quality, secure and resilient designs for new or improved services, technology architecture, processes
or measurement systems that meet all the agreed current and future IT requirements of the organisation
C. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service
designs that are produced
D. Measuring the effectiveness and efficiency of Service Design and the supporting processes
Answer: A
18. Which of the following is NOT an aim of the Change Management process?
A. Overall business risk is optimised
B. Standardised methods and procedures are used for efficient and prompt handling of all Changes
C. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management
System (CMS)
D. All budgets and expenditures are accounted for
Answer: D
19. Which of the following is NOT a purpose of Service Transition?
A. To ensure that a service can be managed, operated and supported
B. To provide training and certification in project management
C. To provide quality knowledge of Change, Release and Deployment Management
D. To plan and manage the capacity and resource requirements to manage a Release
Answer: B
20. Understanding customer usage of services and how this varies over time is part of which process?
A. Service Portfolio Management
B. Service Level Management
C. Component Capacity Management
D. Demand Management
Answer: D
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