Exam Number/Code : EX0-101
Exam Name : ITIL Foundation v.3
Questions and Answers : 159 Q&As
Update Time: 2010-02-22
Price: $ 122.00 $ 60.00

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3. What are the three types of metrics that an organization should collect to support Continual Service Improvement (CSI)?
A. Return On Investment (ROI), Value On Investment (VOI), quality
B. Strategic, tactical and operational
C. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
D. Technology, process and service
Answer: D

4. Event Management, Problem Management, Access Management and Request Fulfilment are part of which stage of the Service Lifecycle?
A. Service Strategy
B. Service Transition
C. Service Operation
D. Continual Service Improvement
Answer: C

5. What is a RACI model used for?
A. Performance analysis
B. Recording Configuration Items
C. Monitoring services
D. Defining roles and responsibilities
Answer: D
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