EX0-101 Deck 1

Question 1

What is ITIL?

Answer 1

ITIL is made up of a collection of “best practices” found across the range of IT service providers.

Question 2

What does ITIL offer?

Answer 2

A systematic approach to the delivery of quality IT services.

Question 3

What are the four ITIL qualification levels?

Answer 3

Foundation Level
Intermediate Level
ITIL Expert
ITIL Master

Question 4

What is IT Governance

Answer 4

IT Governance consists of a comprehensive framework of structures, processes and relational mechanisims

Question 5

What is an IT Governance Structure?

Answer 5

Structures involved the existence of responsible functions such as IT executives and accounts, and a diversity of IT Committees.

Question 6

What is an IT Governance Process?

Answer 6

Processes refer to strategic IT decision-making and monitoring

Question 7

What is an IT Governance Relational Mechanism?

Answer 7

Relational mechanisms include business/IT participation and partnerships, strategic dialogue and shared learning.

Question 8

What is the Kaizen Principle?

Answer 8

Improvement works best in smaller steps

Question 9

What is CMMI?

Answer 9

Capability Maturity Model Integration

Question 10

What are the two levels of CMMI?

Answer 10

Staged and Continuous

Question 11

How does Continuous CMMI work?

Answer 11

Improvement is measured using capability levels and maturity is measured for a particular process across an organization.

Question 12

How does Staged CMMI work?

Answer 12

Improvement is measured using maturity levels for a set of processes across an organization.

Question 13

What are the five maturity levels of CMMI?

Answer 13

1) Initial
2) Managed
3) Defined
4) Quantitatively managed
5) Optimizing

Question 14

In CMMI, describe the initial level

Answer 14

Processes are ad hoc and chaotic

Question 15

In CMMI, describe the managed level

Answer 15

The projects of the organization have ensured that processes are planned and executed in accordance with policy

Question 16

In CMMI, describe the defined level

Answer 16

Processes are well characterized and understood, and are described in standards, procedures, tools and methods

Question 17

In CMMI, describe the quantitativley managed level

Answer 17

The organization and projects establish quantitative objectives for quality and process performance, and use them as criteria in managing process

Question 18

In CMMI, describe the optimizing level

Answer 18

Focuses on continually improving process performance through incremental and innovative process and technological improvements.

Question 19

What are the customer / user benefits of ITSM frameworks?

Answer 19

1) The provision of IT services becomes more customer-focused and agreements about service quality improve the relationship
2) The services are described better, in customer language, and in more appropriate detail
3) Management of service quality, availability, reliability and service costs is improved
4) Communication with the IT organization is improved by agreeing on the points of contact

Question 20

What are the IT organization benefits of ITSM frameworks?

Answer 20

1) The IT organization develops a clearer structure, becomes more efficient and is more focused on the corporate objectives.