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Exam : EX0-101

Title : ITIL Foundation v.3

Ver : 10 - 1 4 -08

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Actualtests.com - The Power of Knowing

QUESTION 1Which of the following is NOT an example of Self-Help capabilities?

A. Requirement to always call the service desk for service requests

B. Menu-driven range of self help and service requestsC. Web front-endD. A direct interface into the back end process handling software

Answer: A

QUESTION 2What is a RACI model used for?

A. Defining roles and responsibilitiesB. Monitoring services

C. Performance analysisD. Recording Configuration Items

Answer: A

QUESTION 3Which of the following statements is INCORRECT?

A. The SKMS is part of the Configuration Management System (CMS)B. The SKMS can include data on the performance of the organizationC. The Service Knowledge Management System (SKMS) includes ConfigurationManagement Databases (CMDB)D. The SKMS can include user skill levels

Answer: A

QUESTION 4The group that authorizes changes that must be installed faster than the normal process iscalled the?

A. Emergency CAB (ECAB)B. Urgent Change Authority (UCA)C. Urgent Change Board (UCB)D. CAB Emergency Committee (CAB/EC)

Answer: A

QUESTION 5In which core publication can you find detailed descriptions of Service LevelManagement, Availability Management, Supplier Management and IT Service

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B. The contract is about to be endedC. The Supplier Manager decides that there is a risk the contract might need to end soonD. The contract has been agreed

Answer: A

QUESTION 14Which of the following sentences BEST describes a Standard Change?

A. A change to the service provider's established policies and guidelinesB. A pre-authorised change that has an accepted and established procedureC. A change that is made as the result of an auditD. A change that correctly follows the required change process

Answer: B

QUESTION 15The BEST description of the purpose of Service Operation is?

A. To decide how IT will engage with suppliers during the Service ManagementLifecycleB. To proactively prevent all outages to IT ServicesC. To deliver and support IT Services at agreed levels to business users and customersD. To design and build processes that will meet business needs

Answer: C

QUESTION 16Exhibit:

Please refer to the exhibit:Which of the statements is CORRECT for every process?

A. 1 onlyB. Neither of the above

C. 2 onlyD. Both of the above

Answer: A

QUESTION 17Which of these statements about Service Desk staff is CORRECT?

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A. Service Desk staff should be recruited from people who have high levels of technicalskill tominimise the cost of training themB. Service Desk staff should be discouraged from applying for other roles as it is morecost effective to keep them in the role where they have been trainedC. The Service Desk can often be used as a stepping stone for staff to move into other

more technical or supervisory rolesD. The Service Desk should try to have a high level of staff turnover as the trainingrequirements are low and this helps to minimise salaries

Answer: C

QUESTION 18Exhibit:

Which of the questions does Service Strategy help answer with its guidance?

A. 3 onlyB. 1 onlyC. 2 onlyD. All of the above

Answer: D

QUESTION 19Effective release and deployment management enables the service provider to add valueto the business by?

A. Ensuring that all assets are accounted forB. Ensures that the fastest servers are purchasedC. Delivering change, faster and at optimum cost and minimized riskD. Verifying the accuracy of all items in the configuration management database

Answer: C

QUESTION 20How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

A. Each stage should be carried out once in the order Plan-Do-Check-ActB. There should be a single Plan,then the Do-Check-Act cycle should be repeatedmultiple times to implement Continual ImprovementC. There should be a single Plan and Do,then Check and Act should be carried outmultiple times to implement Continual ImprovementD. The entire cycle should be repeated multiple times to implement ContinualImprovement

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Answer: D

QUESTION 21Within the Continual Service Improvement (CSI) 7 step improvement process, data needs

to be gathered and analysed from which other area of the lifecycle in order to answer thequestion "Did we get there?"?

A. Service StrategyB. Service DesignC. Service OperationD. Service Transition

Answer: C

QUESTION 22

Exhibit:

Please refer to the exhibit.Which of the following are responsibilities of a Service Level Manager?

A. 1 and 3 onlyB. All of the aboveC. 2 and 3 onlyD. 1 and 2 only

Answer: A

QUESTION 23Which of the following combinations covers all the roles in Service Asset andConfiguration Management?

A. Configuration Administrator/Librarian; Configuration Manager; Service DeskManager; Configuration Analyst; CMS/tools AdministratorB. Configuration Administrator/Librarian; Service Asset Manager; ConfigurationManager; Configuration Analyst; Configuration control board; CMS/tools AdministratorC. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian;Change ManagerD. Configuration Administrator/Librarian; Configuration Manager; ConfigurationAnalyst; Configuration control board; CMS/tools Administrator; Financial AssetManager

Answer: B

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QUESTION 24In many organisations the role of Incident Manager is assigned to the Service Desk.It is important that the Incident Manager is given the authority to:

A. Only manage Incidents effectively through 1st and 2nd line

B. Only manage Incidents effectively through the 1st lineC. Only manage Incidents effectively at the 3rd lineD. Manage Incidents effectively through 1st, 2nd and 3rd line

Answer: D

QUESTION 25Which of the following statements is CORRECT?

A. The CMS is part of the Configuration Management Data Base (CMDB)B. The KEDB and the CMS form part of the larger SKMS

C. The Service Knowledge Management System (SKMS) is part of the CMSD. The Configuration Management System (CMS) is part of the Known Error Data Base(KEDB)

Answer: B

QUESTION 26The MAIN purpose of the Service Portfolio is to describe services in terms of?

A. Business ValueB. FunctionalityC. IT AssetsD. Service Level Requirements

Answer: A

QUESTION 27Application Management plays a role in all applications. One of the key decisions towhich they contribute is?

A. Whether to buy an application or build itB. Should application development beoutsourcedC. Who the vendor of the storage devices will beD. Where the vendor of an application islocated

Answer: A

QUESTION 28What is the entry point or the first level of the V model?

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C. 1, 2 and 3 onlyD. 1, 3 and 4 only

Answer: B

QUESTION 33"Service Management is a set of specialised organisational capabilities for providingvalue to customers in the form of services". These specialised organisational capabilitiesinclude which of the following?

A. Markets and CustomersB. Functions and ProcessesC. People, products and technologyD. Applications and Infrastructure

Answer: B

QUESTION 34Which of the following is NOT a valid objective of Request Fulfilment?

A. To provide a channel for users to request and receive standard servicesB. To update the Service Catalogue with services that may be requested through theService DeskC. To provide information to users about what services are available and how to requestthemD. To source and deliver the components of standard servicesthat have been requested

Answer: B

QUESTION 35Effective release and deployment management enables the service provider to add valueto the business by?

A. Ensures that the fastest servers are purchasedB. Delivering change, faster and at optimum cost and minimized riskC. Verifying the accuracy of all items in the configuration management databaseD. Ensuring that all assets are accounted for

Answer: B

QUESTION 36Which process is responsible for discussing reports with customers showing whetherservices have met their targets?

A. Availability ManagementB. Service Level Management

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C. Continual Service ImprovementD. Business Relationship Management

Answer: B

QUESTION 37What are the three Service Provider business models?

A. Internal Service provider, External Service provider, Outsourced 3rd PartyB. Internal Service Operations provider, External Service Operations provider, SharedService UnitC. Internal Service provider, Outsourced 3rd party and Off-shore partyD. Internal Service provider, External Service provider, Shared Service Provider

Answer: D

QUESTION 38Which of the following CANNOT be stored and managed by a tool?

A. DataB. KnowledgeC. WisdomD. Information

Answer: C

QUESTION 39Which process is responsible for frequently occurring changes where risk and cost arelow?

A. Incident ManagementB. RequestfulfilmentC. Release and Deployment ManagementD. Access management

Answer: B

QUESTION 40Exhibit:

Please refer to the exhibit.Which of the following statements is CORRECT?

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A. Both of the aboveB. Neither of the aboveC. 2 onlyD. 1 only

Answer: C


A. To design and build processes that will meet business needsB. To deliver and support IT Services at agreed levels to business users and customersC. To decide how IT will engage with suppliers during the Service ManagementLifecycleD. To proactively prevent all outages to IT Services

Answer: BQUESTION 42Which of the following is NOT an aim of the Change Management process?

A. Overall business risk isoptimisedB. Standardised methods and procedures are used for efficient and prompt handling of allChangesC. All budgets and expenditures are accounted forD. All changes to Service Assets and Configuration Items (CIs) are recorded in theConfiguration Management system

Answer: C

QUESTION 43How does Problem Management work with Change Management?

A. By installing changes to fix problemsB. By negotiating with Incident Management for changes in IT for Problem resolutionC. By issuingRFCs for permanent solutionsD. By working with users to change their IT configurations

Answer: C

QUESTION 44Which of the following statements is CORRECT?

A. The CMS is part of the Configuration Management Data Base (CMDB)B. The Configuration Management System (CMS) is part of the Known Error Data Base(KEDB)

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C. The Service Knowledge Management System (SKMS) is part of the CMSD. The KEDB and the CMS form part of the larger SKMS

Answer: D

QUESTION 45Understanding customer usage of services and how this varies over the BusinessLifecycle is part of which process?

A. Service Portfolio ManagementB. Service Level ManagementC. Component Capacity ManagementD. Demand Management

Answer: D

QUESTION 46Which is NOT a purpose of Service Transition?

A. Ensure that a service can be managed, operated and supported.B. Provide quality knowledge of Change, Release and Deployment Mgmt.C. Plan and manage the capacity and resource requirements to manage a release.D. Provide training and certification in project management.

Answer: D

QUESTION 47Which of the following is the BEST definition of an Incident?

A. Loss of ability to operate to specification, or to deliver the required outputB. A change of state which has significance for the management of a Configuration Itemor IT ServiceC. A warning that a threshold has been reached, something has changed, or a failure hasoccurredD. An unplanned interruption to an IT service or reduction in the quality of an IT service

Answer: D

QUESTION 48The BEST description of the guidance provided by Service Design is?

A. The design and development of new servicesB. The design and development of service improvementsC. The design and development of services and service management processesD. The day-to-day operation and support of services

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Answer: C

QUESTION 49How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?

A. Each stage should be carried out once in the order Plan-Do-Check-ActB. There should be a single Plan and Do,then Check and Act should be carried outmultiple times to implement Continual ImprovementC. The entire cycle should be repeated multiple times to implement ContinualImprovementD. There should be a single Plan,then the Do-Check-Act cycle should be repeatedmultiple times to implement Continual Improvement

Answer: C

QUESTION 50Which process is responsible for frequently occurring changes where risk and cost arelow?

A. Access managementB. RequestfulfilmentC. Release and Deployment ManagementD. Incident Management

Answer: B

QUESTION 51To add value to the business, what are the four reasons to monitor and measure?

A. Validate; Direct; Justify; ImproveB. Evaluate; Diagnose; Justify; InterveneC. Validate; Direct; Justify; InterveneD. Evaluate; Direct; Justify; Improve

Answer: C

QUESTION 52Before embarking on the 7-step Continual Service Improvement (CSI) process, which ofthe following items need to be identified?

A. Business Objectives,IT Objectives, Process MetricsB. Process Models, Goals and ObjectivesC. Vision and Strategy, Tactical Goals and Operational GoalsD. Business andIT Strategy and Process Definitions

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Answer: C

QUESTION 53Exhibit:

Please refer to the exhibit.Which of the following statements is CORRECT for every process?

A. 2 onlyB. 1 onlyC. Neither of the aboveD. Both of the above

Answer: B

QUESTION 54Service Assets are used to create value. Which of the following are the MAJOR types ofService Asset?

A. Resources and CapabilitiesB. Services and InfrastructureC. Utility and WarrantyD. Applications and Infrastructure

Answer: A


A. A change to the service provider's established policies and guidelinesB. A change that correctly follows the required change processC. A change that is made as the result of an auditD. A pre-authorised change that has an accepted and established procedure

Answer: D

QUESTION 56What is the definition of an Alert?

A. An error message to the user of an applicationB. A warning that a threshold has been reached or that something has changedC. A type of IncidentD. An audit report that indicates areas where IT is not performing according to agreed

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procedures

Answer: B

QUESTION 57

Which of the following would NOT be a task carried out by the Request Fulfilment process?

A. The sourcing and delivering of the components of requested standard services (e.g.licenses and software media)B. Provision of a channel for users to request and receive standard services for which a

pre-defined approval and qualification process existsC. Provision of information used to compare actual performance against design standardsD. Provision of information to users and customers about the availability of services andthe procedure for obtaining them

Answer: CQUESTION 58The group that authorizes changes that must be installed faster than the normal process iscalled the?

A. Urgent Change Board (UCB)B. CAB Emergency Committee (CAB/EC)C. Emergency CAB (ECAB)D. Urgent Change Authority (UCA)

Answer: C


A. DataB. WisdomC. InformationD. Knowledge

Answer: B

QUESTION 60Which of the following is NOT a characteristic of a process?

A. It is measurableB. Delivers specific resultsC. A method of structuring anorganisationD. Responds to specific events

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D. The CMS is part of the Configuration Management Data Base (CMDB)

Answer: A

QUESTION 69

The group that authorizes changes that must be installed faster than the normal process iscalled the?

A. CAB Emergency Committee (CAB/EC)B. Emergency CAB (ECAB)C. Urgent Change Board (UCB)D. Urgent Change Authority (UCA)

Answer: B

QUESTION 70

What is a RACI model used for?A. Performance analysisB. Recording Configuration ItemsC. Defining roles and responsibilitiesD. Monitoring services

Answer: C

QUESTION 71Which of the following statements about processes is INCORRECT?

A. The output from a process has to conform to operational norms derived from businessobjectivesB. The objective of any IT process should be expressed in terms of business benefits andgoalsC. A process may define policies, standards and guidelinesD. The definition of Process Control is "The activity of planning and regulating a

process, with the objective of achieving Best Practice"

Answer: D


A. A pre-authorised change that has an accepted and established procedureB. A change that is made as the result of an auditC. A change that correctly follows the required change processD. A change to the service provider's established policies and guidelines

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Answer: A

QUESTION 73What are the three Service Provider business models?

A. Internal Service provider, External Service provider, Shared Service ProviderB. Internal Service Operations provider, External Service Operations provider, SharedService UnitC. Internal Service provider, External Service provider, Outsourced 3rd PartyD. Internal Service provider, Outsourced 3rd party and Off-shore party

Answer: A


A. The output from a process has to conform to operational norms derived from businessobjectivesB. The definition of Process Control is "The activity of planning and regulating a

process, with the objective of achieving Best Practice"C. The objective of any IT process should be expressed in terms of business benefits andgoalsD. A process may define policies, standards and guidelines

Answer: B

QUESTION 75A Service Level Agreement is?

A. The part of a contract that specifies responsibilities of each partyB. An agreement between the Service Provider and their customerC. An agreement between a Service Provider and an external supplierD. An agreement between the Service Provider and an internalorganisation

Answer: B

QUESTION 76One of the five major aspects of Service Design is the design of the service solutions. Itincludes?

A. Requirements, resources and capabilities needed and agreedB. Only requirements needed and agreedC. Only capabilities needed and agreedD. Only resources and capabilities needed

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Answer: A

QUESTION 77Who is responsible for ensuring that the Request Fulfilment process is being performed

according to the agreed and documented process?

A. The Service Desk ManagerB. The Service ManagerC. The RequestFulfilment Process ManagerD. The RequestFulfilment Process Owner

Answer: D

QUESTION 78Which of the following is NOT part of the Service Design phase of the Service

Lifecycle?A. Produce quality, secure and resilient designs for new or improved services, technologyarchitecture, processes or measurement systems that meet all the agreed current andfuture IT requirements of theorganisationB. Produce and maintain all necessary Service Transition packagesC. Take the overall Service Strategies and ensure they are reflected in the Service Design

process and the service designs that are producedD. Measuring the effectiveness and efficiency of Service Design and the supporting

processes

Answer: B

QUESTION 79Which is the correct combination of Service Management terms across the Lifecycle?

A. 1C, 2B, 3A, 4DB. 1A, 2B, 3C, 4DC. 1C, 2D, 3A, 4BD. 1B, 2C, 3D, 4A

Answer: A

QUESTION 80Staff in an IT department areexperts in managing specific technology, but none of themknow what services are offered to the business. What imbalance does this represent?

A. Extreme focus on costB. Extreme focus on responsivenessC. Vendor focused

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D. Extreme internal focus

Answer: D

QUESTION 81

Which is the first step in the 7 Step Improvement Process?

A. Where are we now?B. Identify gaps in Service Level Agreement (SLA) achievementC. Prepare for actionD. Define what you should measure

Answer: D

QUESTION 82Which of the following is NOT part of the Service Design phase of the Service

Lifecycle?A. Produce and maintain all necessary Service Transition packagesB. Produce quality, secure and resilient designs for new or improved services, technologyarchitecture, processes or measurement systems that meet all the agreed current andfuture IT requirements of theorganisationC. Take the overall Service Strategies and ensure they are reflected in the Service Design

process and the service designs that are producedD. Measuring the effectiveness and efficiency of Service Design and the supporting

processes

Answer: A

QUESTION 83In which core publication can you find detailed descriptions of Service LevelManagement, Availability Management, Supplier Management and IT ServiceContinuity Management?

A. Service OperationB. Service TransitionC. Service StrategyD. Service Design

Answer: D

QUESTION 84Who is responsible for ensuring that the Request Fulfilment process is being performedaccording to the agreed and documented process?

A. The RequestFulfilment Process Manager

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B. The RequestFulfilment Process OwnerC. The Service ManagerD. The Service Desk Manager

Answer: B

QUESTION 85Which Service Design process makes the most use of data supplied by DemandManagement?

A. IT Service Continuity ManagementB. Service Catalogue ManagementC. Capacity ManagementD. Service Level Management

Answer: C

QUESTION 86Which of the following statements BEST describes a Definitive Media Library (DML)?

A. A secure location where definitive hardware spares are heldB. A secure electronic library that contains all copies of software andlicencesC. A secure library where definitiveauthorised versions of all software and back-ups arestored and protectedD. A secure library where definitiveauthorised versions of all media Configuration Items(CIs) are stored and protected

Answer: D


A. To decide how IT will engage with suppliers during the Service ManagementLifecycleB. To design and build processes that will meet business needsC. To proactively prevent all outages to IT ServicesD. To deliver and support IT Services at agreed levels to business users and customers

Answer: D

QUESTION 88Which of the following is NOT an aim of the Change Management process?

A. All changes to Service Assets and Configuration Items (CIs) are recorded in theConfiguration Management systemB. Overall business risk isoptimised

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C. Standardised methods and procedures are used for efficient and prompt handling of allChangesD. All budgets and expenditures are accounted for

Answer: D

QUESTION 89Which of these is NOT a responsibility of Application Management?

A. Ensuring that the correct skills are available to manage the infrastructureB. Providing guidance to IT Operations about how best to manage the applicationC. Deciding whether to buy or build an applicationD. Assisting in the design of the application

Answer: A

QUESTION 90What is a RACI model used for?

A. Defining roles and responsibilitiesB. Performance analysisC. Recording Configuration ItemsD. Monitoring services

Answer: A

QUESTION 91Which is the first step in the 7 Step Improvement Process?

A. Prepare for actionB. Define what you should measureC. Identify gaps in Service Level Agreement (SLA) achievementD. Where are we now?

Answer: B


A. A type of IncidentB. A warning that a threshold has been reached or that something has changedC. An error message to the user of an applicationD. An audit report that indicates areas where IT is not performing according to agreed

procedures

Answer: B

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QUESTION 93Exhibit:

Please refer to the exhibit.Which of the statements is CORRECT?

A. 2 onlyB. 1 onlyC. Both of the aboveD. Neither of the above

Answer: A

QUESTION 94To add value to the business, what are the four reasons to monitor and measure?

A. Evaluate; Diagnose; Justify; InterveneB. Validate; Direct; Justify; ImproveC. Validate; Direct; Justify; InterveneD. Evaluate; Direct; Justify; Improve

Answer: C

QUESTION 95

In Service Operation, if too much emphasis is placed on 'Stability', what might the likelyoutcome be in terms of responsiveness to customer needs?

A. Customersneeds will be met more easily because of the improved stability of theservices with fewer failures to disrupt timely deliveryB. From the information given, it is not possible to comment regarding the impact onresponsiveness of over-emphasis on stabilityC. There is only likely to be a positive outcome from improved stability - the customersmust be made fully aware of this and their expectations regarding responsiveness must bemanagedD. It is possible that responsiveness may suffer andcustomers needs may not be met

within business timescales

Answer: D


A. Knowledge

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B. DataC. InformationD. Wisdom

Answer: D

QUESTION 97Major Incidents require?

A. Less documentationB. Longer timescalesC. Less urgencyD. Separate procedures

Answer: D

QUESTION 98Which of the following is NOT one of the five individual aspects of Service Design?

A. The design of the Service Portfolio, including the Service CatalogueB. The design of the technology architecture and management systemsC. The design of Market SpacesD. The design of new or changed services

Answer: C

QUESTION 99Which of the following is NOT an objective of Problem Management?

A. Eliminating recurring IncidentsB. Minimising the impact of Incidents that cannot be preventedC. Preventing Problems and resulting Incidents from happeningD. Restoring normal service operation as quickly as possible andminimising adverseimpact on the business

Answer: D

QUESTION 100Which of the following statements BEST describes a Definitive Media Library (DML)?

A. A secure location where definitive hardware spares are heldB. A secure library where definitiveauthorised versions of all software and back-ups arestored and protectedC. A secure electronic library that contains all copies of software andlicencesD. A secure library where definitiveauthorised versions of all media Configuration Items(CIs) are stored and protected

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C. Excessively proactiveD. Excessive focus on cost

Answer: D

QUESTION 105Which of the following is NOT a valid objective of Request Fulfilment?

A. To provide information to users about what services are available and how to requestthemB. To update the Service Catalogue with services that may be requested through theService DeskC. To source and deliver the components of standard servicesthat have been requestedD. To provide a channel for users to request and receive standard services

Answer: B


A. An error message to the user of an applicationB. An audit report that indicates areas where IT is not performing according to agreed

proceduresC. A warning that a threshold has been reached or that something has changedD. A type of Incident

Answer: C

QUESTION 107"Service Management is a set of specialised organisational capabilities for providingvalue to customers in the form of services". These specialised organisational capabilitiesinclude which of the following?

A. Functions and ProcessesB. Markets and CustomersC. Applications and InfrastructureD. People, products and technology

Answer: A

QUESTION 108Which process is responsible for discussing reports with customers showing whetherservices have met their targets?

A. Business Relationship ManagementB. Continual Service Improvement

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C. Service Level ManagementD. Availability Management

Answer: C


A. The objective of any IT process should be expressed in terms of business benefits andgoalsB. A process may define policies, standards and guidelinesC. The definition of Process Control is "The activity of planning and regulating a

process, with the objective of achieving Best Practice"D. The output from a process has to conform to operational norms derived from businessobjectives

Answer: CQUESTION 110How is the Service Catalogue used to add value to the service provider organisation?

A. Providing a central source of information on the IT services deliveredB. Showing the business impact of a changeC. Displaying the relationships between configuration itemsD. To predict the root cause of issues in the IT infrastructure

Answer: A

QUESTION 111Exhibit:

Please refer to the exhibit:Which of the statements is CORRECT?

A. 1 onlyB. Both of the above

C. Neither of the aboveD. 2 only

Answer: D

QUESTION 112In many organisations the role of Incident Manager is assigned to the Service Desk. It isimportant that the Incident Manager is given the authority to:

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A. Only manage Incidents effectively at the 3rd lineB. Manage Incidents effectively through 1st, 2nd and 3rd lineC. Only manage Incidents effectively through 1st and 2nd lineD. Only manage Incidents effectively through the 1st line

Answer: B

QUESTION 113Application Management plays a role in all applications. One of the key decisions towhich they contribute is?

A. Whether to buy an application or build itB. Should application development beoutsourcedC. Who the vendor of the storage devices will beD. Where the vendor of an application islocated

Answer: A

QUESTION 114Which of the following questions does Service Strategy help answer with its guidance?1. How do we prioritize investments across a portfolio?2. What services to offer and to whom?3. What are the Patterns of Business Activity (PBA)?

A. 2 onlyB. 1 onlyC. All of the aboveD. 3 only

Answer: C

QUESTION 115Removing or restricting rights to use an IT Service is the responsibility of which process?

A. Access ManagementB. Incident ManagementC. RequestFulfilmentD. Change Management

Answer: A


A. Delivers specific results

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B. A method of structuring anorganisationC. Responds to specific eventsD. It is measurable

Answer: B

QUESTION 117Service Assets are used to create value. Which of the following are the MAJOR types ofService Asset?

A. Applications and InfrastructureB. Services and InfrastructureC. Resources and CapabilitiesD. Utility and Warranty

Answer: C

QUESTION 118Staff in an IT department areexperts in managing specific technology, but none of themknow what services are offered to the business. What imbalance does this represent?

A. Extreme internal focusB. Extreme focus on costC. Extreme focus on responsivenessD. Vendor focused

Answer: A


A. Delivers specific resultsB. Responds to specific eventsC. It is measurableD. A method of structuring anorganisation

Answer: D

QUESTION 120Which Function would provide staff to monitor events in a Network Operations Centre?

A. IT Operations ManagementB. Applications ManagementC. Service DeskD. Technical Management

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Answer: A

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