Peoplecert ITIL 2011 Foundation - PC0-001 Exam Practice Test

A. The ability to keep services highly available to meet the business needs

B. A set of specialized organizational capabilities for providing value to customers in the form of services

C. An internationally recognized methodology to provide valuable services to customers

D. A complete set of all the documentation required to deliver world class services to customers

A. Supplier

B. Administrator

C. Customer

D. User

A. To record and manage deviations, risks and issues related to the new or changed service

B. To ensure that all changes can be tracked, tested and verified if appropriate

C. To ensure that each release package specified by service design consists of a set of related assets and service components

D. To build, test and deliver the capability to provide the services specified by service design

A. The seven-step improvement process

B. The continual service improvement approach

C. The service lifecycle

D. The Deming Cycle

A. Proprietary knowledge has been tested in a wide range of environments

B. Public frameworks are prescriptive and tell you exactly what to do

C. Public frameworks are always cheaper to adopt

D. Proprietary knowledge may be difficult to adopt, replicate or transfer since it is often undocumented

A. Reporting intervals should be set by the service provider

B. Reports should be produced weekly

C. Service reporting intervals must be defined and agreed with the customers

D. Service reporting intervals must be the same for all services

A. Scheduled, unscheduled, emergency

B. Warning, reactive, proactive

C. Informational, warning, exception

D. Informational, scheduled, normal

A. Component services

B. Customer services

C. Business services

D. Supporting services