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EX0-117 - ITIL Foundation(2011) - Dump Information

Vendor : Exin
Exam Code : EX0-117
Exam Name : ITIL Foundation(2011)
Questions and Answers : 238 Q & A
Updated On : Click to Check Update
PDF Download Mirror : EX0-117 Brain Dump
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EX0-117 Questions and Answers

Pass4sure EX0-117 Dumps with Real Questions & Practice Test


The definitive media library is the responsibility of:

  1. Facilities management

  2. Access management

  3. Request fulfillment

  4. Service asset and configuration management

Answer: D


What are the three service provider business models?

  1. Internal service provider, outsourced 3rd party and off-shore party

  2. Internal service operations provider, external service operations provider, shared service unit

  3. Internal service provider, external service provider, outsourced 3rd party

  4. Internal service provider, external service provider, shared service unit

Answer: D


Which of the following statements MOST correctly identifies the scope of design coordination activities?

  1. Only changes that introduce new services are included

  2. All changes are mandated to be included

  3. Only changes to business critical systems are included

  4. Any changes that would benefit the organization are included

    Answer: D

    QUESTION: 227

    Which of the following items would commonly be on the agenda for a change advisory board (CAB)?

    1. Details of failed changes

    2. Updates to the change schedule

    3. Reviews of completed changes

      1. All of the above

      2. 1 and 2only

      3. 2 and 3 only

      4. 1 and 3 only

        Answer: A

        QUESTION: 228

        Which of the following are types of service defined in ITIL?

        1. Core

        2. Enabling

        3. Special

          1. 1 and 3only

          2. All of the above

          3. 1 and 2 only

          4. 2 and 3 only

Answer: C


What is defined as the ability of a service, component or configuration item (CI) to perform its agreed function when required?

  1. Serviceability

  2. Availability

  3. Capacity

  4. Continuity

    Answer: B

    QUESTION: 230

    Which of the following can include steps that will help to resolve an incident?

    1. Incident model

    2. Known error record

      1. 1 only

      2. 2only

      3. Both of the above

      4. Neither of the above

        Answer: C

        QUESTION: 231

        Which types of communication would the functions within service operation use?

        1. Communication between data centre shifts

        2. Communication related to changes

        3. Performance reporting

        4. Routine operational communication

          1. 1 only

          2. 2 and 3 only

          3. 1, 2 and 4 only

          4. All of the above

Answer: D


Where would all the possible service improvement opportunities be recorded?

  1. CSI register

  2. Known error database

  3. Capacity management information system

  4. Configuration management database

Answer: A


Which of the following statements correctly states the relationship between urgency, priority and impact?

  1. Impact, priority and urgency are independent of each other

  2. Urgency should be based on impact and priority

  3. Impact should be based on urgency and priority

  4. Priority should be based on impact and urgency

Answer: D


Event management, problem management, access management and request fulfillment are part of which stage of the service lifecycle?

  1. Service strategy

  2. Service transition

  3. Service operation

  4. Continual service improvement

Answer: C


Which of the following is NOT a benefit of using public frameworks and standards?

  1. Knowledge of public frameworks is more likely to be widely distributed

  2. They are always free ensuring they can be implemented quickly

  3. They are validated across a wide range of environments making them more robust

  4. They make collaboration between organizations easier by giving a common language

Answer: B


Which of the following statements about processes is INCORRECT?

  1. They are units of organizations

  2. They are measurable

  3. They deliver specific results

  4. They respond to specific events

Answer: A


Which process has the following objective “Establish new or changed services into supported environments within the predicted cost, time and resource estimates”?

  1. Service strategy

  2. Service transition planning and support

  3. Service level management

  4. Change management

Answer: B


What are customers of an IT service provider who purchase services in terms of a legally binding contract known as?

  1. Strategic customers

  2. External customers

  3. Valued customers

  4. Internal customers

Answer: B

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EXIN BCS Business Analysis
EXIN BCS Business Analysis
Organizations are constantly striving to become more efficient and effective. But how do you know what exactly is needed to reach that goal? And what changes then need to be implemented? Are any IT solutions required? That is where the Business Analyst comes in: to investigate the business situation, identify and evaluate the different options to improve business systems, to define requirements and ensure the effective use of information systems in meeting the needs of the business.
The value
The value of business analysis is in the realization of benefits, avoidance of cost, identification of new opportunities, understanding of required capabilities and modeling the organization. Through the effective use of business analysis, any organization can realize these benefits, ultimately improving the way they do business.
EXIN Certification
EXIN certification scheme addresses different elements of Business Analysis, like Business Change and Commercial Awareness. On a practitioner level (to be offered by EXIN later in 2016) more specific topics such as Requirements Engineering, Business Analysis Practice and Modelling Business Processes are covered.
The new certification scheme has been developed by BCS, The British Computer Society. They promote wider social and economic progress through the advancement of information technology science and practice. With the vision to be a world-class organization for IT, they bring together industry, academics, practitioners and government to share knowledge, promote new thinking, inform the design of new curricula, shape public policy and inform the public.
Business Analysis Certification Scheme
Exams by levelCode
EXIN BCS Foundation Certificate in Business Analysis BAF
EXIN BCS Foundation Certificate in Business Change BCF
EXIN BCS Foundation Certificate in Commercial Awareness CAF
Learn more about EXIN IT Service Management based on ISO/IEC 20000
ITSM20 refresh: Now completely ready and live in English. Why this refresh? Easy to recognize for those who are familiar with ITIL®. Less focus on theory, more time for practical assignments. Minimal number of training days. Several side entry possibilities for quick access to the top of the program.
The EXIN ITSM based on ISO/IEC 20000 program is a unique lean approach to IT Service Management:
It combines the key ITIL® elements with the quality principles of the ISO/IEC 20000 standard.
The program allows for ITIL® side entries, both on foundation and expert level.
It contains EXIN’s approach to a practical and role based certification.
It offers many practical examples, case studies and assessments.
IT Service Management EXIN ITSM levels
Use the Fast Track calculator for more side-entry possibilities http://www.exin.com/tool
The philosophy
Rather than try to do everything that we “could do”, why not focus
on everything that we “must do” initially? This will save time and money.
ITIL® (IT Infrastructure Library) is the most accepted framework for IT Service Management (ITSM) in the world. Over 1.5 million professionals have earned one or more ITIL® certificates at EXIN.
ITIL® consists of a coherent set of best practices drawn from many public and business sectors. ITIL® is the appropriate framework for organizations that (regularly) deal with supplying, using or supporting IT services. ITIL® is based on the practice of IT Service Management and is expected to continue to be a guiding framework for a long time.
Many organizations are heavily dependent on their IT. ITIL® provides the most detailed documentation for successfully setting up management processes within an IT organization.
Exams by levelCode
ITIL ® Foundation Certificate in IT Service Management ITILF
ITIL® Practitioner ITILP
ITIL® Continual Service Improvement Certificate ITILCSI
ITIL® Managing Across the Lifecycle Certificate ITILMLC
ITIL® Operational Support and Analysis Certificate ITILOSA
ITIL® Planning, Protection and Optimization Certificate ITILPPO
ITIL® Release, Control and Validation Certificate ITILRCV
ITIL® Service Design Certificate ITILSD
ITIL® Service Operation Certificate ITILSO
ITIL® Service Offerings and Agreements Certificate ITILSOA
ITIL® Service Strategy Certificate ITILSS
ITIL® Service Transition Certificate ITILST
ITIL® Master Qualification ITILMA
ITIL ® Foundation Certificate in IT Service Management
ITIL ® Foundation Certificate in IT Service Management
ITIL Foundation is the most important certificate for IT professionals and employees wishing to know more about IT Service Management. Organizations that work according to ITIL use the complete ITIL exam program for training personnel based on their roles. Their ITILskills enable them to perform and cooperate better.
ITIL Foundation is part of the Certified Integrator program and is one of the prerequisites to attain the titles:
EXIN Certified Integrator Agile Service Projects
Target group
You are an IT professional, business manager or business process owner in an organization that operates according to ITIL. After gaining the certificate, you will understand how the ITIL exam program contributes to raising the quality of IT Service Management. Your role and qualities are important for better (team) performance.
ITIL Foundation enables you to lay the basis for a complete program of ITIL exams and obtaining various certificates in IT Service Management. This will show that you take your work according to ITIL seriously. It will improve your qualifications for working with other ITIL-certified personnel.
e-Competence Framework (e-CF)
The mapping of this certificate against the e-Competence Framework.
e-CF Area e-Competence e-1 e-2 e-3 e-4 e-5
PLAN A.2. Service Level Management
RUN C.1. User Support
C.2. Change Support
C.3. Service Delivery
C.4. Problem Management
ENABLE D.8. Contract Management
D.9. Personnel Development
MANAGE E.5. Process Improvement
Legend for coverage:
General - The competence is covered at the level indicated
Partial - The competence is covered to some extent
Superficial - Relevant knowledge is covered to some extent
The competence level is available in the framework
The competence level is not available in the framework
Exam content
Candidates are tested on:
1. Service management as a practice (comprehension)
2. The ITIL service lifecycle (comprehension)
3. Generic concepts and definitions (awareness)
4. Key principles and models (comprehension)
5. Selected processes (awareness)
6. Selected functions (awareness)
7. Selected roles (awareness)
8. Technology and architecture (awareness)
9. Competence and training (awareness)
For an elaborate list of exam specifications, literature and more information, see the Syllabus, downloadable in the right section of this website.
Click here to download the glossary in the download section in the right column.
Exam Details
Number of questions: 40
Pass mark: 65% (26 out of 40)
Open book: no
Electronic devices permitted: no
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