ITIL-V3-题库-EX0-101-3月最新.doc

ITIL Foundation
Number: EX0-101
QUESTION 143
Which part of the service lifecycle is responsible for coordinating and carrying out the activities and
processes required to deliver and manage services at agreed levels to business users and customers?
A. Continual Service Improvement
B. Service Transition
C. Service Design
D. Service Operation
Answer: D
QUESTION 144
In terms of adding value to the business, which of the following describes Service Operation's
contribution?
A. The cost of the service is designed, predicted and validated
B. Measures for optimization are identified
C. Service value is modelled
D. Service value is actually seen by customers
Answer: D
QUESTION 145
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the
service lifecycle?
A. Service Operation
B. Service Transition
C. Continual Service Improvement
D. Service Strategy
Answer: C
QUESTION 146
Which of the following Availability Management activities are considered to be proactive as opposed to
reactive?
1. Risk assessment
2. Testing of resilience mechanisms
3. Monitoring of component availability
A. All of the above
B. 1 and 2 only
C. 1 and 3 only
D. 2 and 3 only
Answer: B
QUESTION 147
Customer perceptions and business outcomes help to define what?
A. The value of a service
B. Customer satisfaction
C. Tota