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Exam Code: ISEB-ITILFExam Name: The Foundation Examination - ITIL®
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Exam Code: EUCOCExam Name: Intermediate Certificate in EU Code of Conduct for Data centres
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EUCOC PDF VCE Total Q&A: 50 Questions and Answers
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Exam Code: ISEB-PM1Exam Name: Foundation Certificate in Project Management
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NO.1 In which core publication can you find detailed descriptions of Service Level Management, Availability
Management, Supplier Management and IT Service Continuity Management?
A. Service Transition
B. Service Design
C. Service Strategy
D. Service Operation
Answer: B
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NO.2 The BEST description of the purpose of Service Operation is?
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
B. To proactively prevent all outages to IT Services
C. To deliver and support IT Services at agreed levels to business users and customers
D. To design and build processes that will meet business needs
Answer: C
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NO.3 What is a RACI model used for.?
A. Defining roles and responsibilities
B. Monitoring services
C. Performance analysis
D. Recording Configuration Items
Answer: A
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NO.4 How 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-Act
B. There should be a single Plan, then the Do-Check-Act cycle should be repeated multiple times to
implement Continual Improvement
C. There should be a single Plan and Do, then Check and Act should be carried out multiple times to
implement Continual Improvement
D. The entire cycle should be repeated multiple times to implement Continual Improvement
Answer: D
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NO.5 Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
A. Services and Infrastructure
B. Applications and Infrastructure
C. Resources and Capabilities
D. Utility and Warranty
Answer: C
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NO.6 Which of the following statements is INCORRECT?
A. The Service Knowledge Management System (SKMS) includes Configuration Management Databases
(CMDB)
B. The SKMS is part of the Configuration Management System (CMS)
C. The SKMS can include data on the performance of the organization
D. The SKMS can include user skill levels
Answer: B
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NO.7 Which of the 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. 3 only
B. 1 only
C. 2 only
D. 1, 2 and 3 are all true
Answer: D
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NO.8 Which 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 requests
C. Web front-end
D. A direct interface into the back end process handling software
Answer: A
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