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Exam Code:	EX0-001
Exam Name:	ITIL Foundation (syllabus 2011)
Certification Provider:	EXIN
Free Question Number:	409
Version:	v2018-03-12
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Exam Question List: Question 1: Within the Continual Service Improvement (CSI) 7 step improv...; Question 2: Which of the following is NOT an example of Self-Help capabi...; Question 3: Why are public frameworks, such as 1TIL, attractive when com...; Question 4: Which one of the following functions would be responsible fo...; Question 5: Which one of the following would be the MOST useful in helpi...; Question 6: Which role is responsible for carrying out the activities of...; Question 7: Which stage of the continual service improvement (CSI) appro...; Question 8: Which of the following would be examined by a major problem ...; Question 9: Which of the following availability management activities is...; Question 10: Which of the following might be used to manage an Incident? ...; Question 11: A Service design package (SDP) would normally be produced fo...; Question 12: Which of the following are sources of best practice? 1. Acad...; Question 13: Which of the following is an example of capabilities?...; Question 14: Which of the following is NOT a benefit of using public fram...; Question 15: Which of the following statements about processes is INCORRE...; Question 16: Which of the following are the MAIN objectives of incident m...; Question 17: Which of the following models would be MOST useful in helpin...; Question 18: In many organizations the role of Incident Manager is assign...; Question 19: Which of the following statements BEST describes the aims of...; Question 20: Service Acceptance criteria are used to?...; Question 21: What would you call the groups of people who have an interes...; Question 22: Which of the following would commonly be in a contract under...; Question 23: Which of the following would NOT be contained in a release p...; Question 24: The consideration of value creation is a principle of which ...; Question 25: Which of the following are benefits to the business of imple...; Question 26: Which of the following would be most useful in helping to im...; Question 27: Which of the following identifies the purpose of design coor...; Question 28: What is most likely to cause a loss of faith in the Service ...; Question 29: Order the following continual service improvement (CSI) impl...; Question 30: What is the name of the group that should review changes tha...; Question 31: What is the BEST description of an operational level agreeme...; Question 32: Implementation of ITIL Service Management requires preparing...; Question 33: Which of the following CANNOT be stored and managed by a too...; Question 34: Which of the following are objectives of service level manag...; Question 35: In which document would you expect to see an overview of act...; Question 36: "Planning and managing the resources required to deploy a re...; Question 37: Which is the correct combination of Service Management terms...; Question 38: Which process is responsible for managing relationships with...; Question 39: Event management, problem management, access management and ...; Question 40: "Service Management is a set of specialized organizational c...; Question 41: Which process is responsible for the availability, confident...; Question 42: Configuration Management Databases (CMDBs) and the Configura...; Question 43: Which of the following are Service Desk organizational struc...; Question 44: Which of the following is NOT a recognized example of a serv...; Question 45: What is the definition of an Alert?...; Question 46: Which process would be used to compare the value that newer ...; Question 47: Who has the responsibility for review and risk analysis of a...; Question 48: To add value to the business, what are the four reasons to m...; Question 49: Which of the following would commonly be found in a contract...; Question 50: Which of the following is the CORRECT definition of a Releas...; Question 51: Which process is responsible for dealing with complaints, co...; Question 52: What is the Service Pipeline?; Question 53: Which processes are responsible for the regular review of un...; Question 54: Which of the following does the Availability Management proc...; Question 55: Identity and Rights are two major concepts involved in which...; Question 56: Which of the following should IT service continuity strategy...; Question 57: IT Service Continuity strategy should be based on: 1) Design...; Question 58: Which of the following is the BEST description of a Business...; Question 59: Which of the following is NOT a valid objective of problem m...; Question 60: Which of the following statements is INCORRECT?...; Question 61: At which stage of the service lifecycle should the processes...; Question 62: The BEST processes to automate are those that are:...; Question 63: Which one of the following is the BEST description of a serv...; Question 64: Which one of the following does service metrics measure?...; Question 65: Which of the following is the correct definition of an outco...; Question 66: Which of the following activities are performed by a service...; Question 67: A process owner has been identified with an "I" in a RACI ma...; Question 68: The effective management of risk requires specific types of ...; Question 69: Which of the following is the BEST definition of the term se...; Question 70: Which is the first step in the 7 Step Improvement Process?...; Question 71: What is the entry point or the first level of the V model?...; Question 72: Which of the following activities is NOT a part of the Demin...; Question 73: Which of the following is an objective of business relations...; Question 74: Which of the following is an enabler of best practice?...; Question 75: Which one of the following provides the CORRECT list of proc...; Question 76: Which of the following are objectives of Service Design? 1) ...; Question 77: Which is the first step in the 7 Step Improvement Process?...; Question 78: What are the categories of event described in the UIL servic...; Question 79: Which model delivers a view of the services, assets and infr...; Question 80: What are the three types of metrics that an organization sho...; Question 81: Who owns the specific costs and risks associated with provid...; Question 82: Remediation planning is BEST described in which of the follo...; Question 83: Which of these recommendations is good practice for Service ...; Question 84: What are Request Models used for?...; Question 85: Which Problem Management activity helps to ensure that the t...; Question 86: Which of the following is MOST concerned with the design of ...; Question 87: Which process is responsible for frequently occurring change...; Question 88: The positive effect that customers perceive a service can ha...; Question 89: Which one of the following activities would be performed by ...; Question 90: Which process is responsible for ensuring that appropriate t...; Question 91: Which one of the following includes four stages called Plan,...; Question 92: Gathering data, monitoring performance and assessing metrics...; Question 93: Where would you expect incident resolution targets to be doc...; Question 94: In the phrase "People, Processes, Products and Partners". Pr...; Question 95: Which is the CORRECT list for the three levels of a multi le...; Question 96: Which of the following would be used to communicate a high l...; Question 97: Who is responsible for ensuring that the request fulfillment...; Question 98: Which of the following provides the PRIMARY source of guidan...; Question 99: In which of the following areas would ITIL complementary gui...; Question 100: Which one of the following would NOT be defined as part of e...; Question 101: Which process has the purpose to ensure that, by managing th...; Question 102: What is the act of transforming resources and capabilities i...; Question 103: Which of the following statements is CORRECT?...; Question 104: What are underpinning contracts used to document?...; Question 105: Which of the following activities is be performed by access ...; Question 106: Which function or process would provide staff to monitor eve...; Question 107: Which one of the following is the CORRECT set of steps for t...; Question 108: There are four types of metrics that can be used to measure ...; Question 109: Which one of the following contains information that is pass...; Question 110: Which of the following statements is INCORRECT?...; Question 111: The MAIN purpose of the Service Portfolio is to describe ser...; Question 112: A plan for managing the end of a supplier contract should be...; Question 113: Which of the following provides resources to resolve operati...; Question 114: Which stage of the Service Lifecycle is MOST concerned with ...; Question 115: Which stage of the change management process deals with what...; Question 116: Hierarchic escalation is BEST described as?...; Question 117: How many people should be accountable for a process as defin...; Question 118: Which of the following should be available to the Service De...; Question 119: Which of the following statements is CORRECT? 1. The only ph...; Question 120: Which of the following questions does the guidance in servic...; Question 121: Which one of the following is NOT a valid purpose or objecti...; Question 122: Which of the following items would commonly be on the agenda...; Question 123: What is the result of carrying out an activity, following a ...; Question 124: Which one of the following is NOT a responsibility of the se...; Question 125: Which of the following activities are responsibilities of a ...; Question 126: What should a service always deliver to customers?...; Question 127: To add value to the business, what are the four reasons to m...; Question 128: Which of the following is the BEST reason for categorizing i...; Question 129: As a strategic tool for assessing the value of IT services, ...; Question 130: Which of the following are reasons why ITIL is successful? 1...; Question 131: Within service design, what is the key output handed over to...; Question 132: Which of the following statements about communication within...; Question 133: Which statement about the service portfolio is TRUE?...; Question 134: Which process has the following objective "Establish new or ...; Question 135: Which of the following areas would not be supported by a Ser...; Question 136: The definitive media library is the responsibility of:...; Question 137: Which one of the following is the BEST description of a serv...; Question 138: Which of the following statements is CORRECT for every proce...; Question 139: Which of the following CANNOT be stored and managed by a too...; Question 140: Effective release and deployment management enables the serv...; Question 141: Who is responsible for defining metrics for change managemen...; Question 142: Which of the following is NOT one of the five individual asp...; Question 143: Which of these statements about resources and capabilities i...; Question 144: The experiences, ideas, insights and values of individuals a...; Question 145: Service Design emphasizes the importance of the 'Four Ps'. W...; Question 146: What type of services are NOT directly used by the business ...; Question 147: Access management is closely related to which other process?...; Question 148: Which of the following is the BEST definition of an Incident...; Question 149: Which of the following statements describes the objectives o...; Question 150: Undertaking a gap analysis is a key activity within which pa...; Question 151: Which statement about Service Level Agreements (SLAs) is COR...; Question 152: Which of the following BEST describes the purpose of access ...; Question 153: Which of the following options is a hierarchy that is used i...; Question 154: Which of the following are responsibilities of a Service Lev...; Question 155: Which one of the following is the BEST definition of reliabi...; Question 156: Which of the following is an objective/are objectives of the...; Question 157: Which of the following is service transition planning and su...; Question 158: Which of the following is NOT defined as part of every proce...; Question 159: Which of the following types of service should be included i...; Question 160: Which one of the following activities does application manag...; Question 161: Which of the following Availability Management activities ar...; Question 162: Which one of the following statements is CORRECT?...; Question 163: Which one of the following do technology metrics measure?...; Question 164: Which of the following are managed by facilities management?...; Question 165: What are the processes within Service Operation?...; Question 166: Which of the following sentences BEST describes a Standard C...; Question 167: Which is the BEST definition of a Configuration Item (CI)?...; Question 168: A single Release unit, or a structured set of Release units ...; Question 169: Which of the following can include steps that will help to r...; Question 170: The design of IT services requires the effective and efficie...; Question 171: Which Function would provide staff to monitor events in a Ne...; Question 172: Which part of the service lifecycle is responsible for coord...; Question 173: Which of the following defines the level of protection in In...; Question 174: Which of the following are types of service defined in ITIL?...; Question 175: Where should the definitive authorized versions of all media...; Question 176: Which of the following are benefits to the business of imple...; Question 177: What are customers of an IT service provider who purchase se...; Question 178: From the perspective of the service provider, who is the per...; Question 179: Which of the following is NOT an objective of problem manage...; Question 180: Which of these recommendations is best practice for service ...; Question 181: The addition, modification or removal of an authorized, plan...; Question 182: Which role is accountable for a specific service within an o...; Question 183: The design of IT services requires the effective and efficie...; Question 184: Implementation of ITIL service management requires the prepa...; Question 185: In which of the following should details of a workaround be ...; Question 186: The multi-level SLA' is a three-layer structure. Which one o...; Question 187: Which of the following CANNOT be provided by a tool?...; Question 188: Which of the following is NOT an objective of Continual Serv...; Question 189: Effective Service Transition can significantly improve a ser...; Question 190: Which of the following statements MOST correctly identifies ...; Question 191: What guidance does ITIL give on the frequency of production ...; Question 192: Which of the following statements is CORRECT?...; Question 193: Which one of the following is the BEST definition of an even...; Question 194: Which phase of the ITIL lifecycle provides the following ben...; Question 195: Which of the following statements about incident reporting a...; Question 196: Which of these statements about Service Desk staff is CORREC...; Question 197: When tan a known error record tie raised? 1. At any time whe...; Question 198: Which one of the following is the BEST description of a majo...; Question 199: Which of the following activities would be performed by a pr...; Question 200: The BEST description of the purpose of Service Operation is?...; Question 201: Which of the following processes are performed by the servic...; Question 202: What are the three service provider business models?...; Question 203: Which of the following is a responsibility of Supplier Manag...; Question 204: Which of the following BEST describes a problem?...; Question 205: Which process will perform risk analysis and review of all s...; Question 206: Which of the following is not a service desk type recognized...; Question 207: What would be the next step in the continual service improve...; Question 208: What is IT Governance concerned with?...; Question 209: Which process will regularly anal0yse incident data to ident...; Question 210: Which of the following is an objective of service transition...; Question 211: Which core publication will you find detailed descriptions o...; Question 212: Which of the following are valid parts of the service portfo...; Question 213: Which two processes will contribute MOST to enabling effecti...; Question 214: Which of the following statements is CORRECT?...; Question 215: Consider the following list: 1. Change authority 2. Change m...; Question 216: Which one of the following activities is NOT part of the Dem...; Question 217: Which process is responsible for recording the current detai...; Question 218: Which of the following is an example of self-help capabiliti...; Question 219: What is the objective of Access Management?...; Question 220: Which process is responsible for sourcing and delivering com...; Question 221: Which of the following is the BEST definition of an Incident...; Question 222: A Service Level Agreement is?; Question 223: Which of the following is the BEST description of a centrali...; Question 224: Which types of communication would the functions within serv...; Question 225: Which one of the following activities are carried out during...; Question 226: Which process would you MOST expect to be involved in the ma...; Question 227: Which one of the following is NOT a responsibility of the se...; Question 228: Availability management is directly responsible for the avai...; Question 229: Which of the following processes contributes MOST to quantif...; Question 230: Which of the following models would be MOST useful in helpin...; Question 231: Staff in an IT department are experts in managing specific t...; Question 232: The remediation plan should be evaluated at what point in th...; Question 233: Who is responsible for ensuring that the Request Fulfillment...; Question 234: What is defined as the ability of a service, component or co...; Question 235: Which of these is NOT a responsibility of Application Manage...; Question 236: Which of the following is NOT the responsibility of Service ...; Question 237: Which of the following would be defined as part of every pro...; Question 238: What do customer perceptions and business outcomes help to d...; Question 239: Which process is responsible for controlling, recording and ...; Question 240: Which of the following combinations covers all the roles in ...; Question 241: Which of the following are the two primary elements that cre...; Question 242: Which process would seek to understand levels of customer sa...; Question 243: What does a service always deliver to customers?...; Question 244: In which core ITIL publication can you find detailed descrip...; Question 245: Which of the following is NOT a source of best practice?...; Question 246: Availability Management is responsible for availability of t...; Question 247: Major Incidents require:; Question 248: Which one of the following is an objective of service transi...; Question 249: Looking for ways to improve process efficiency and cost effe...; Question 250: Which role is accountable for the operational management of ...; Question 251: Which of the following identifies the purpose of service tra...; Question 252: What would you call the groups of people who have an interes...; Question 253: Which of the following statements MOST correctly identifies ...; Question 254: Before embarking on the 7-step Continual Service Improvement...; Question 255: Service transition contains detailed descriptions of which p...; Question 256: Which of the following should be done when closing an incide...; Question 257: Which process lists "Understanding patterns of business acti...; Question 258: Which of the following do Technology metrics measure?...; Question 259: Which of the following is NOT a purpose of Service Transitio...; Question 260: What body exists to support the authorization of changes and...; Question 261: Which process is responsible for providing the rights to use...; Question 262: Which one of the following statements BEST describes a defin...; Question 263: What is a service delivered between two business units in th...; Question 264: How is the Service Catalogue used to add value to the servic...; Question 265: Which of the following statements about service asset and co...; Question 266: Which one of the following is the BEST description of a rela...; Question 267: Which of the following statements about the Service Portfoli...; Question 268: One of the five major aspects of Service Design is the desig...; Question 269: Which one of the following is an objective of release and de...; Question 270: Which one of the following is NOT an aim of the change manag...; Question 271: The difference between service metrics and technology metric...; Question 272: Which one of the following is concerned with policy and dire...; Question 273: Ensuring that the confidentiality, integrity and availabilit...; Question 274: Which of the following statements about standard changes are...; Question 275: What are the categories of events described in the ITIL serv...; Question 276: Which of the following is one of the primary objectives of S...; Question 277: Which of the following should be documented in an incident m...; Question 278: Which one of the following is the BEST description of the pu...; Question 279: Check, Act and Plan are three of the stages of the Deming Cy...; Question 280: What is the definition of an Alert?...; Question 281: Match the following activities with the Deming Cycle stages ...; Question 282: Contracts relating to an outsourced Data Centre would be man...; Question 283: Which process is responsible for frequently occurring change...; Question 284: With which process is problem management likely to share cat...; Question 285: The difference between a Service Level Agreement (SLA) and a...; Question 286: What are the categories of event described in the ITIL servi...; Question 287: Which of the following questions does Service Strategy help ...; Question 288: Which of the following should NOT be a concern of Risk Manag...; Question 289: Removing or restricting rights to use an IT Service is the r...; Question 290: What are the publications that provide guidance specific to ...; Question 291: The BEST description of the guidance provided by Service Des...; Question 292: Which of the following statements about processes is INCORRE...; Question 293: Which of the following is the best definition of IT service ...; Question 294: A process owner is responsible for which of the following? 1...; Question 295: Which areas of service management can benefit from automatio...; Question 296: Defining the processes needed to operate a new service is pa...; Question 297: Which of the following is the BEST definition of an event?...; Question 298: Which one of the following is the BEST definition of the ter...; Question 299: Which process has the following objective, 'Produce service ...; Question 300: A consultant has made two recommendations to you in a report...; Question 301: Which is the correct definition of a customer facing service...; Question 302: Which of the following is the best definition of service man...; Question 303: Which of the following are types of service defined in ITIL?...; Question 304: What is the definition of an Alert?...; Question 305: Which stage of the service lifecycle is MOST concerned with ...; Question 306: Which of these should a change model include? 1. The steps t...; Question 307: Which one of the following is NOT a characteristic of a proc...; Question 308: Which of the following areas would technology help to suppor...; Question 309: Which process is responsible for eliminating recurring incid...; Question 310: Which of the following BEST describes technical management?...; Question 311: What type of record should you raise when a problem diagnosi...; Question 312: Which problem management activity ensures that a problem can...; Question 313: Access Management is closely related to which other processe...; Question 314: Identify the input to the Problem Management process....; Question 315: What type of baseline captures the structure, contents and d...; Question 316: Which one of the following is an objective of service catalo...; Question 317: A known error has been created after diagnosis of a problem ...; Question 318: Where should the following information be stored? 1. The exp...; Question 319: Which one of the following is the purpose of service level m...; Question 320: Understanding what to measure and why it is being measured a...; Question 321: Which process would you MOST expect to be involved in the ma...; Question 322: What is the BEST description of the purpose of the service o...; Question 323: Understanding the level of risk during and after change and ...; Question 324: Which process or function is responsible for monitoring acti...; Question 325: Which of the following is NOT an objective of service transi...; Question 326: Customer perceptions and business outcomes help to define wh...; Question 327: Which process is responsible for discussing reports with cus...; Question 328: The Supplier Management process includes: 1: Service Design ...; Question 329: In terms of adding value to the business, which one of the f...; Question 330: How does Problem Management work with Change Management?...; Question 331: Which reason describes why ITIL is so successful?...; Question 332: Which of the following should be considered when designing m...; Question 333: What type of improvement should be achieved by using the Dem...; Question 334: Which of the following provide value to the business from se...; Question 335: Which of the following would NOT be a task carried out by th...; Question 336: Which one of the following generates demand for services?...; Question 337: Which part of ITIL provides guidance in adapting good practi...; Question 338: Which process is primarily supported by the analysis of Patt...; Question 339: What is the entry point or the first level of the V model?...; Question 340: Which of the following statement about the service owner is ...; Question 341: Which one of the following do major incidents require?...; Question 342: When can a known error record be raised? 1. At any time it w...; Question 343: Which of the following provide value to the business from se...; Question 344: Which of these statements about Service Desk staff is CORREC...; Question 345: A configuration model can be used to help 1) Assess the impa...; Question 346: Understanding customer usage of services and how this varies...; Question 347: Which one of the following is NOT an objective of problem ma...; Question 348: Which of the following is the BEST definition of a Risk?...; Question 349: Which of the following could BEST be described as "A decisio...; Question 350: The BEST description of an incident is:...; Question 351: Which process is responsible for controlling, recording and ...; Question 352: Which of the following BEST describes partners' in the phras...; Question 353: Which one of the following is it the responsibility of suppl...; Question 354: Which statement about the emergency change advisory board (E...; Question 355: Which process is involved in monitoring an IT service and de...; Question 356: Which of these would fall outside the scope of a typical ser...; Question 357: Which process is responsible for low risk, frequently occurr...; Question 358: Service design emphasizes the importance of the "Four Ps". T...; Question 359: Which one of the following is the BEST description of a serv...; Question 360: Which of the following activities are helped by recording re...; Question 361: What are the two major processes in Problem Management?...; Question 362: Which of the following identify the purpose of business rela...; Question 363: Which one of the following provides the CORRECT list of proc...; Question 364: Which process includes business, service and component sub-p...; Question 365: Which Function would provide staff to monitor events in an O...; Question 366: Which one of the following is NOT the responsibility of serv...; Question 367: Why is it important for service providers to understand patt...; Question 368: Which of the following are goals of Service Operation? 1. To...; Question 369: Which of the following activities is NOT a part of the Derni...; Question 370: The consideration of business outcomes and value creation ar...; Question 371: Which of the following statements about processes is INCORRE...; Question 372: How many times should each stage of the Plan, Do, Check, Act...; Question 373: Which of the following is the goal or purpose of service lev...; Question 374: Which of the following service desk organizational structure...; Question 375: Which of the following is NOT part of the Service Design pha...; Question 376: In which of the following situations should a Problem Record...; Question 377: Which of the following are classed as stakeholders in servic...; Question 378: What is the PRIMARY process for strategic communication with...; Question 379: From the perspective of the service provider, what is the pe...; Question 380: Where would all the possible service improvement opportuniti...; Question 381: Which of the following are basic concepts used in access man...; Question 382: Which of the following statements correctly states the relat...; Question 383: What is the primary focus of business capacity management?...; Question 384: Which one of the following would NOT involve event managemen...; Question 385: Which of the following is commonly found in a contract under...; Question 386: Which of the following is concerned with fairness and transp...; Question 387: Service Assets are used to create value. Which of the follow...; Question 388: Which of the following is NOT an aim of the Change Managemen...; Question 389: Which one of the following are the two primary elements that...; Question 390: Which Functions are included in IT operations management?...; Question 391: Which statement should NOT be part of the value proposition ...; Question 392: Which of the following is the BEST description of a service-...; Question 393: Which one of the following is NOT part of the service design...; Question 394: Which process will regularly analyze incident data to identi...; Question 395: What is the primary focus of the business management?...; Question 396: Which of the following are within the scope of service asset...; Question 397: Which one of the following can help determine the level of i...; Question 398: Which of the following is NOT a responsibility of service tr...; Question 399: In which core publication can you find detailed descriptions...; Question 400: Which process or function is responsible for the Definitive ...; Question 401: Which process would maintain policies, standards and models ...; Question 402: Which one of the following statements about incident reporti...; Question 403: Which of the following is NOT an objective of request fulfil...; Question 404: Which of the following activities are performed by a desk? 1...; Question 405: Which two elements of financial management for IT services a...; Question 406: Who is responsible for ensuring that the Request Fulfillment...; Question 407: Which of the following are included within Release and Deplo...; Question 408: An IT department is under pressure to cut costs. As a result...; Question 409: Customer perceptions and business outcomes help lo define wh...

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