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Exam Code: TMPFExam Name: TMap NEXT Foundation
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Exam Code: EX0-001Exam Name: ITIL Foundation (syllabus 2011)
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NO.1 Which process or function is responsible for monitoring activities and events in the IT
infrastructure?
A. Service level management
B. IT operations management
C. Capacity management
D. Incident management
Answer: B
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NO.2 What is the result of carrying out an activity, following a process or delivering an IT service
known as?
A. Outcome
B. Incident
C. Change
D. Problem
Answer: A
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NO.3 Which of the following service desk organizational structures are described in service
operation?
1.Local service desk
2.Virtual service desk
3.IT help desk
4.Follow the sun
A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and 4 only
D. 1, 2 and 3 only
Answer: A
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NO.4 Which of the following types of service should be included in the scope of service portfolio
management?
1.Those planned to be delivered
2.Those being delivered
3.Those that have been withdrawn from service
A. 1 and 3 only
B. All of the above
C. 1 and 2 only
D. 2 and 3 only
Answer: B
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NO.5 Which two processes will contribute MOST to enabling effective problem detection?
A. Incident and financial management
B. Change and release and deployment management
C. Incident and event management
D. Knowledge and service level management
Answer: C
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NO.6 Which one of the following do technology metrics measure?
A. Components
B. Processes
C. The end-to-end service
D. Customer satisfaction
Answer: A
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NO.7 A process owner has been identified with an "I" in a RACI matrix. Which one of the following
would be expected of them?
A. Be accountable for the outcome of an activity
B. Perform an activity
C. Be kept up-to-date on the progress of an activity
D. Manage an activity
Answer: C
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NO.8 Which of the following is an objective of business relationship management?
A. To identify patterns of business activity
B. To ensure high levels of customer satisfaction
C. To secure funding to manage the provision of services
D. To ensure strategic plans for IT services exist
Answer: B
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