EXIN ITIL Foundation V 3.0 & ITIL Foundation 認定 EX0-101 試験問題:

1. Which one of the following provides the CORRECT list of processes within the service operation stage of the service lifecycle?

A) Event management, incident management, change management, and access management
B) Event management, incident management, problem management, request fulfillment, and access management
C) Incident management, service desk, request fulfillment, access management, and event management
D) Incident management, problem management, service desk, request fulfillment, and event management

2. Which one of the following do major incidents require?

A) Separate procedures
B) Less urgency
C) Less documentation
D) Longer timescales

3. Which of the following activities are performed by a desk?
1.Logging details of incidents and service requests
2.Providing first-line investigation and diagnosis
3.Restoring service
4.Implementing all standard changes

A) 3 and 4 only
B) 2 and 4 only
C) All of the above
D) 1, 2 and 3 only

4. Which areas of service management can benefit from automation?
1.Design and modeling
2.Reporting
3.Pattern recognition and analysis
4.Detection and monitoring

A) 2, 3 and 4 only
B) All of the above
C) 1, 3 and 4 only
D) 1, 2 and 3 only

5. Which one of the following is the BEST description of a service-based service level agreement (SLA)?

A) An agreement that covers service specific issues in a multi-level SLA structure
B) An agreement that covers one service for a single customer
C) An agreement that covers one service for all customers of that service
D) An agreement with an individual customer group, covering all the services that they use

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