Which Of The Following Areas Would Technology Help To Support During The Service Operation Phase
ITIL V3 Foundation Examination
ITIL V3 Foundation Examination Sample Q & A
ITIL V3 Sample Paper 1
1. Which of the following is NOT a step in the Continual Service Improvement (CSI) model?
a) What is the vision?
b) Did we get there?
c) Is at that place upkeep?
d) Where are we at present?
Ans
two. What is the RACI model used for?
a) Documenting the roles and relationships of stakeholders in a process or action
b) Defining requirements for a new service or process
c) Analyzing the business concern impact of an incident
d) Creating a balanced scorecard showing the overall status of Service Management
Ans
iii. What is the main reason for establishing a baseline?
a) To standardize functioning
b) For knowing the cost of services provided
c) For roles and responsibility to exist clear
d) For later comparison
Ans
4. Which of the following is Non an objective of Service Performance?
a) Through testing, to ensure that services are designed to run across business concern needs
b) To evangelize and support It services
c) To manage the technology used to evangelize services
d) To monitor the performance of technology and processes
Ans
5. Which of the following statements is Correct virtually patterns of demand generated by the client's business?
a) They are driven by patterns of business action
b) It is impossible to predict how they behave
c) Information technology is incommunicable to influence demand patterns
d) They are driven by the delivery schedule generated by capacity direction
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vi. Which of the post-obit is Not ane of the ITIL core publications?
a) Service Optimization
b) Service Transition
c) Service Design
d) Service Strategy
Ans
7. Which of the following statements is Right?
1. Merely one person can exist responsible for an activity
ii. Only one person can exist accountable for an activity
a) All of the above
b) 1 only
c) 2 just
d) None of the above
Ans
eight. Which is the correct sequence of events in the selection of a engineering science tool?
a) Select Product, Requirements, Pick Criteria, Evaluate Product
b) Selection Criteria, Requirements, Evaluate Product, Select Production
c) Requirements, Pick Criteria, Select Product, Evaluate Production
d) Requirements, Pick Criteria, Evaluate Production, Select Product
Ans
ix. Which of the following are the three main types of metrics equally defined in Continual Service Improvement (CSI)?
1. Process Metrics
2. Supplier Metrics
3. Service Metrics
four. Technology Metrics
5. Business organisation Metrics
a) 1, 2 and 3
b) 2, four and 5
c) 1, 3 and 4
d) 1, 2 and four
Ans
10. The priority of an Incident refers to?
a) The relative importance of the Incident based on impact and urgency
b) The speed with which the Incident needs to be resolved
c) The number of staff that will be assigned to work on the Incident so that it is resolved in time
d) The escalation path that will be followed to ensure resolution of the incident
Ans
11. The goal of Service Asset and Configuration Direction is to?
a) Account for all fiscal assets of the system
b) Provide a logical model of the IT infrastructure, correlating IT services and different Information technology components needed to deliver the services
c) Build service models to justify the ITIL implementations
d) Implement ITIL across the organization
Ans
12. Which are the missing Service Operation processes from the following?
1. Incident Management
ii. Trouble Direction
3. Access Management
four. ?
5. ?
a) Upshot management and Request Fulfillment
b) Upshot Management and Service Desk-bound
c) Facilities Management and Issue Direction
d) Change Management and Service Level Management
Ans
13. Which of the post-obit identifies two Service Portfolio components inside the Service Lifecycle?
a) Requirements Portfolio and Service Catalogue
b) Service Knowledge Direction System and Service Catalogue
c) Service Knowledge Management Organisation and Requirements Portfolio
d) Requirements Portfolio and Configuration Management Organisation
Ans
fourteen. Which of the following areas would technology help to support during the Service Design phase of the Lifecycle?
i. Hardware and Software design
2. Environmental design
three. Process design
4. Data design
a) 1, three and 4 only
b) 1, 2 and three only
c) All of the above
d) 2, iii and 4 only
Ans
15. Business drivers and requirements for a new service should exist considered during?
a) Review of the router operating arrangement patches
b) Review of the current capabilities of IT service delivery
c) The Post Implementation Review (PIR) of a change
d) Decommissioning legacy servers
Ans
16. The BEST definition of an event is?
a) An occurrence where a functioning threshold has been exceeded and an agreed Service Level has already been impacted
b) An occurrence that is significant for the management of the Information technology infrastructure or commitment of services
c) A known system defect that generates multiple incident reports
d) A planned meeting of customers and Information technology staff to announce a new service or improvement program
Ans
17. What does the Service 5 model correspond?
a) A strategy for the successful completion of all Service Direction projects
b) The path to Service Delivery and Service Support for efficient and effective utilization of resources
c) Levels of Configuration and testing required to deliver a Service Capability
d) The business organisation perspective as perceived by the customer and the user of services
Ans
18. Technical Management is Non responsible for?
a) Maintenance of the technical infrastructure
b) Documenting and maintaining the technical skills required to manage and support the IT infrastructure
c) Defining the Operational Level Agreements for the technical teams
d) Diagnosis of, and recovery from, technical failures
Ans
xix. The following options are considered inside which process?
1. Big bang vs. Phased
2. Push and Pull
3. Automated vs. Manual
a) Incident Direction
b) Release and Deployment Management
c) Service Nugget and Configuration Management
d) Service Catalogue Management
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xx. Which of the following activities is Service Level Management responsible for?
a) Design the configuration management system from a business perspective
b) Create applied science metrics to align with client needs
c) Create a customer facing service catalogue
d) Train service desk on how to bargain with customer complaints about service
Ans
21. When analyzing an upshot for creation of value for customers, what attributes of the service should be considered?
a) Objectives, Metric, Desired outcome
b) Concern Objectives, IT objectives, Process metrics
c) Desired outcome, Supplier metrics, Information technology objectives
d) People, Products, Technology
Ans
22. Setting policies and objectives is the principal concern of which of the following elements of the Service Lifecycle?
a) Service Strategy
b) Service Strategy and Continual Service Improvement
c) Service Strategy, Service Transition and Service Operation
d) Service Strategy, Service Design, Service Transition, Service Performance and Continual Service Improvement
Ans
23. Which of the following BEST describes the purpose of Event Management?
a) The ability to discover events, make sense of them and determine the appropriate control action
b) The ability to implement monitoring tools
c) The ability to monitor and control the activities of technical staff
d) The power to report on the successful commitment of services by checking the uptime of infrastructure devices
Ans
24. Consider the following statements:
1. CSI provides guidance on how to improve process efficiency and effectiveness
2. CSI provides guidance on how to better services
iii. CSI provides guidance on the improvement of all phases of the service lifecycle
four. CSI provides guidance on the measurement of processes and services
Which of the above statements is CORRECT?
a) i and 2 only
b) ii just
c) one, 2 and three but
d) All of the above
Ans
25. Which of the post-obit statements are CORRECT virtually Functions?
1. They provide structure and stability to organizations
two. They are cocky-contained units with their own capabilities and resource
3. They rely on processes for cross-functional coordination and control
four. They are costlier to implement compared to processes
a) 1, ii and 3 just
b) 1, 2 and 4 only
c) All of the to a higher place
d) None of the to a higher place
Ans
26. If an system is able to become more proactive in its ITSM processes, what is likely to happen to support costs?
a) They are likely to increase gradually
b) They are likely to increase dramatically
c) They are likely to gradually reduce
d) They are probable to reduce initially then gradually render to current level
Ans
27. Which of the following statements about Supplier Direction is Incorrect?
a) Supplier Management negotiates internal and external agreements to support the commitment of services
b) Supplier Direction ensures that suppliers encounter business organisation expectations
c) Supplier Management maintains data in a Supplier and Contracts Database
d) Supplier Management should be involved in all stages of the service lifecycle, from Strategy through Design and Transition to Operations and Improvement
Ans
28. Which of the post-obit BEST describes a Local Service Desk structure?
a) A Service Desk that also provides onsite technical back up to its users
b) A Service Desk-bound where analysts only speak ane language
c) A Service Desk that is situated in the same location every bit the users it serves
d) A Service Desk that could be in any concrete location merely uses telecommunications and It systems to make it appear that they are in the same location
Ans
29. What is the role of the Emergency Alter Advisory Board (ECAB)?
a) To assist the Change Manager in ensuring that no urgent changes are made during particularly volatile business periods
b) To help the Change Manager in implementing emergency changes
c) To assist the Change Managing director in evaluating emergency changes and to make up one's mind whether the change should exist approved
d) To assist the Modify Managing director in speeding upwards the emergency modify process and so that no unacceptable delays occur.
Ans
30. Which of the following is a good use of a baseline?
a) The desired end state of a project
b) A marker or starting indicate for subsequently comparison
c) The current desktop models in apply
d) The type of testing to be washed for a release
Ans
31. The master objective of Availability Management is?
a) To monitor and report availability of services and components
b) To ensure that all targets in Service Level Agreements (SLAs) are met
c) To guarantee availability levels for services and components
d) To ensure that service availability matches or exceeds the agreed needs of the business
Ans
32. Operations Control refers to?
a) The managers of the Technical and Applications Management functions
b) Overseeing the execution and monitoring of IT operational events and activities
c) The tools used to monitor and display the condition of the IT Infrastructure and Applications
d) The situation where the Service Desk-bound is required to monitor the status of the infrastructure when Operators are not available
Ans
33. Which off the following is a feature of every process?
ane. Information technology is measurable
ii. It is timely
three. It delivers a specific result
four. It responds to a specific outcome
five. It delivers its principal consequence to a client or stakeholder
a) i, two, 3 and four simply
b) one, 2, 4 and 5 only
c) i, iii, 4 and 5 simply
d) All of the above
Ans
34. Which of the post-obit is Not an example of a Service Asking?
a) A user calls the Service Desk to gild a toner cartridge
b) A user calls the Service Desk considering they would similar to change the functionality of an application
c) A Manager submits a request for a new employee to exist given access to an application
d) A user logs onto an internal website to download a licensed copy of software from a list of canonical options
Ans
35. A Service Level Packet is all-time described equally?
a) A definite level of utility and warranty associated with a cadre service parcel
b) A description of customer requirements used to negotiate a Service Level Agreement
c) A description of the value that the client wants and for which they are willing to pay
d) A document showing the Service Levels achieved during an agreed reporting period
Ans
36. Incident Management has a value to the business by?
a) Helping to control infrastructure cost of calculation new technology
b) Enabling users to resolve Problems
c) Helping to align people and process for the delivery of service
d) Contributing to the reduction of bear upon
Ans
37. A Service owner is responsible for which of the post-obit?
a) Recommending improvements
b) Designing and documenting a Service
c) Conveying out the Service Operations activities needed to support a Service
d) Producing a balanced scorecard showing the overall status of all Services
Ans
38. The 4 stages of the Deming Cycle are?
a) Programme, Measure out, Monitor, Report
b) Programme, Cheque, Re-Act, Implement
c) Plan, Do, Act, Audit
d) Plan, Practice, Check, Human action
Ans
39. What is the Correct order of the first four activities in the vii Stride Comeback Process?
a) Define what you should mensurate, define what you tin can measure, gather data and process data
b) Gather data, process information, analyze data and present data
c) What is the vision, where are we now, what do we want to exist, how do we get there?
d) Gather information, process information, define what yous should mensurate and ascertain what yous can measure
Ans
40. Which of the following statements is Correct for all processes?
a) They define activities, roles, responsibilities, functions and metrics
b) They create value for stakeholders
c) They are carried out by a Service Provider in support of a Customer
d) They are units of organizations responsible for specific outcomes
Ans
Answers to Sample paper 1:
01. c. 02. a. 03. d 04. a. 05. a. 06. a. 07. c. 08. d. 09. c. 10. a.
11. b. 12. a. 13. a. xiv. c. 15. b. sixteen. b. 17. b. 18. c. xix. b. 20. c.
21. b. 22. a. 23. a. 24. d. 25. a. 26. c. 27. a. 28. c. 29. c. 30. b
31. d. 32. b. 33. c. 34. b. 35. a. 36. d. 37. a. 38. d. 39. a. 40. b.
Exam Questions Paper 2
1. The ITIL V3 cadre is best described as?
a) An Operations Lifecycle
b) An Information technology Management Lifecycle
c) A Service Lifecycle
d) An Infrastructure Lifecycle
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2. Which aspect of Service Design is missing from the list below?
ane. The design of services
two. The design of Service Direction systems and tools
3. The design of engineering architecture and management systems
four. The design of the processes required
5. ?
a) The pattern of Functions
b) The design of Service Level Agreements
c) The design of applications
d) The blueprint of measurement systems, methods and metrics
Ans
3. Which of the following Roles is responsible for identifying opportunities for comeback?
1. Service Possessor
2. Continual Service Improvement (CSI) Manager
3. Process Possessor
a) 1 and 2 but
b) 1 and three merely
c) All of the above
d) 2 and 3 simply
Ans
4. Learning and comeback is the primary business of which of the following elements of the Service Lifecycle?
a) Service Strategy, Service Blueprint, Service Transition, Service Operation and Continual Service Comeback
b) Service Strategy, Service Transition and Service Operation
c) Service Functioning and Continual Service Improvement
d) Continual Service Improvement
Ans
5. Which of the post-obit is the virtually appropriate arroyo to carrying out Service Operations?
a) The internal Information technology view is most important equally Service Operations has to monitor and manage the infrastructure
b) Service Operations should maintain a residuum between an internal IT view and an external business view
c) The external business organization view is nigh important as Service Operations is the place where value is realized and the customer obtains the benefit of the services
d) Information technology Operations does not take an internal or external view as they execute processes divers past Service Design
Ans
vi. Which of the following statements about the Service Desk-bound are CORRECT?
1. The Service Desk is a function that provides a means of communication betwixt Information technology and its users for all operational problems
2. The Service Desk is always the possessor of the Incident Management process
a) 2 only
b) 1 only
c) All of the above
d) None of the above
Ans
7. How does an organization use Resources and Capabilities in creating value?
a) They are used to create value in the form of output for production management
b) They are used to create value in the form of goods and services
c) They are used to create value to the Information technology organization for Service Support
d) They are used to create value to the IT organization for Service Delivery
Ans
8. In which core publication can you discover detailed descriptions of the following?
1. Service Portfolio Management
2. Demand Management
3. Financial Management
a) Service Operations
b) Service Strategy
c) Service Transition
d) Continual Service Comeback
Ans
ix. Which of the following statements All-time describes the role of Communication during Service Operation?
a) Communication is defined as function of all processes and is executed in Service Operation
b) Communication is a separate process that needs to be defined and executed with Service Functioning
c) Good advice is essential for successful Service Operation, just every bit it is for any other phase of the Lifecycle
d) Communication is more of import in Service Functioning than in any other stage of the Service Lifecycle
Ans
10. A Process owner is responsible for which of the following?
a) Purchasing tools to support the Process
b) Ensuring that targets specified in an SLA are met
c) Conveying out activities defined in the Process
d) Monitoring and improving the Process
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11. Demand Direction is primarily used to?
a) Increase customer value
b) Eliminate excess capacity needs
c) Increment the value of Information technology
d) Align business organisation with IT cost
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12. Which of the post-obit is Not an advantage of organizing Continual Service Improvement (CSI) using the RACI model?
a) Facilitates articulate communication and workflow practice beyond all parties involved in the CSI plan
b) Clarifies the roles and responsibilities of individual in the CSI plan which could otherwise be overlapping and confusing
c) Identifies where internal Service Level Agreements (SLAs) tin exist established to implement CSI
d) Provides a clear focus for matching the CSI processes to financial planning
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13. Which of the following are objectives of the Release and Deployment Management process?
one. To ensure in that location are clear release and deployment plans
2. To ensure that skills and knowledge are transferred to operations and support staff
3. To ensure in that location is minimal unpredicted impact on production services
four. To provide cost justifiable Information technology capacity that is matched to the needs of the business
a) ane, ii and 3 but
b) All of the above
c) 1 and 3 merely
d) one, 3 and 4 only
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xiv. Which of the following questions is Non answered by Service Portfolio Direction?
a) How should our resource and capabilities be allocated?
b) What opportunities are at that place in the market?
c) Why should a client buy these services?
d) What are the pricing or chargeback models?
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15. Which of the post-obit statements are Non included in Access Management?
one. Verifying the identity of users requesting admission to services
ii. Setting the rights or privileges of systems to allow access to authorized users
iii. Defining security policies for system access
4. Monitoring the availability of systems that users should accept access to
a) 3 and 4 but
b) 1 and 3 just
c) 2 and 3 but
d) 1 and 2 just
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16. Application Management is NOT responsible for?
a) Documenting and maintaining the technical skills required to manage and support Applications
b) Managing applications through their lifecycle
c) Assisting in the decision to build or buy new software
d) Developing operational functionality required by the business
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17. If something cannot be measured, it should not be documented inside which of the following?
a) The Glossary of Terms
b) A Service Level Understanding
c) An Incident Management record
d) A Configuration Item (CI)
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18. What is the purpose of the Asking Fulfillment Process?
a) Dealing with Service Requests from the users
b) Making sure all requests within an Information technology Arrangement is fulfilled
c) Ensuring fulfillment of Change Requests
d) Making sure the Service Level Agreement is met
Ans
xix. Which of the following areas would applied science help to support during the Service Transition stage of the lifecycle?
ane. Data mining and workflow tools
2. Measurement and reporting systems
3. Release and Deployment technology
4. Process Design
a) 1, 2 and iii merely
b) ane, 3 and 4 only
c) 2, three and four but
d) All of the higher up
Ans
20. Which of the following statements is Correct about 'proficient practice'?
a) It tin be used to bulldoze an organization forward
b) Information technology is something that is in broad industry use
c) It is e'er documented in international standards
d) Information technology is ever based on ITIL
Ans
21. Consider the following statements:
1. A Process should exist traceable to a specific trigger
2. A characteristic of the "Process" is that it is performance driven and able to be measured
Which of the above statements are Correct?
a) ane only
b) All of the above
c) None of the above
d) ii only
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22. "Warranty of a service" means which of the following?
a) The service is fit for purpose
b) There will be no failures in applications and infrastructure associated with the service
c) All service-related issues are fixed costless of charge for a certain flow of time
d) Customers are bodacious of sure levels of availability, capacity, continuity and security
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23. The objective of Service Nugget and Configuration Management is well-nigh accurately described as?
a) To understand the performance characteristics of assets and Configuration Items (CIs) in guild to maximize their contribution to service levels
b) To manage service assets and CIs from an operational perspective
c) To ensure that avails and CIs deliver the business organisation outcomes they were designed to achieve
d) To ascertain and control the components of services and infrastructure and maintain authentic configuration records
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24. A Service Catalogue should contain which of the post-obit?
a) The version information of all software
b) The organizational construction of the visitor
c) Asset information
d) Details of all operational services
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25. Facilities Direction refers to?
a) The Management of IT services that are viewed as "utilities", such equally printers or network access
b) The Management of an outsourcing contract
c) The Management of the physical IT environs, such as a DataCenter
d) The procurement and maintenance of tools that are used by It operations staff to maintain the infrastructure
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26. When planning and implementing a Continual Service Comeback (CSI) initiative, which of the following benefits is Least useful in supporting a business case?
a) Reduce engineering investment by $5m due to more accurate capacity and performance modeling processes
b) Reduce support manpower demand by 30% due to automated incident and problem management processes
c) Ameliorate employee morale and therefore create better relationships between Information technology and concern units
d) Reduce Problem resolution by 50% and minimize critical system outages
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27. Which of the following would NOT be stored in the Definitive Media Library (DML)?
a) Chief copies of software
b) Backups of application data
c) Software licenses
d) Master copies of controlled documentation
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28. The objective of the Change Management procedure is well-nigh accurately described as?
a) Ensuring that all changes are recorded, managed, tested and implemented in a controlled manner
b) Ensuring that changes to IT infrastructure are managed efficiently and effectively
c) Ensuring that all changes take appropriate back-out plans in the upshot of failure
d) Protecting services by not assuasive changes to be made
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29. Functions are all-time described as?
a) Without their own body of knowledge
b) Closed loop systems
c) Self-Contained units of organizations
d) Focusing on transformation to a goal
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30. What is the best definition of an Incident Model?
a) The template used to ascertain the Incident logging class used to written report Incidents
b) A blazon of Incident involving a standard (or model) type of Configuration Detail (CI)
c) A set of pre-defined steps to be followed when dealing with a known blazon of Incident
d) An Incident that is easy to solve
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31. Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options?
a) Insourcing relies on internal resources; outsourcing relies on external organization(southward) resource
b) Insourcing relies on external organization(south) resources; outsourcing relies on internal resources
c) Insourcing relies on co-sourcing; outsourcing relies on partnerships
d) Insourcing relies on knowledge process outsourcing; outsourcing relies on application service provisioning
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32. Why should monitoring and measuring exist used when trying to improve services?
a) To validate, straight, justify and arbitrate
b) To validate, measure, monitor and change
c) To validate, plan, act and improve
d) To validate, assign resources, purchase technology and train people
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33. A benefit of using Service Design tools is?
a) To help ensure that standards and conventions are followed
b) To help ensure that events are detected as apace as possible
c) To help enable different applications to work together
d) To assist implement architectures that support the concern strategy
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34. Which of the following is the CORRECT clarification of the Four P's of Service Design?
a) A four step process for the pattern of constructive Service Management
b) A definition of the people and products required for successful blueprint
c) A set of questions that should be asked when reviewing blueprint specifications
d) The four major areas that need to exist considered in the design of effective Service Management
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35. Consider the post-obit statements:
ane. Service Transition provides guidance on moving new and changed services into product
2. Service Transition provides guidance on testing
3. Service Transition provides guidance on the transfer of services to or from an external service provider
Which of the above statements is Right?
a) i and two only
b) 1 only
c) All of the in a higher place
d) ane and 3 merely
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36. Which is the offset activity of the Continual Service Comeback (CSI) model?
a) Assess the current business situation
b) Understand high-level business organization requirements
c) Hold on priorities for improvement
d) Create and verify a plan
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37. An Incident occurs when:
1. A user is unable to access a service during service hours
2. An authorized IT staff member is unable to admission a service during service hours
3. A redundant network segment fails, and the user is not aware of any disruption to service
iv. A user contacts the Service Desk-bound about tedious performance of an application
Which of the to a higher place statements is CORRECT?
a) All of the above
b) ane and 4 just
c) 2 and three merely
d) None of the higher up
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38. Which process reviews Operational Level Agreements (OLAs) on a regular basis?
a) Supplier Management
b) Service Level Direction
c) Service Portfolio Management
d) Contract Management
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39. The 7 Pace Improvement Process tin can nigh accurately exist described as?
a) The Seven P'south of Continual Service Improvement (CSI)
b) A service improvement methodology based on the Deming Cycle
c) A set of roles and responsibilities for managing service improvements
d) A process for defining what is to exist measured, gathering the data, processing the information and using it to take corrective action
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40. The Information Security Policy should exist available to which groups of people?
a) Senior business managers and all IT staff
b) Senior business managers, It executives and the Security Manager
c) All customers, users and It staff
d) Information Security Management staff just
Answers to ITIL V3 Sample Paper 2:
01. c. 02. d. 03. c 04. d. 05. b. 06. d. 07. b. 08. b. 09. c. 10. d.
11. b. 12. d. 13. a. 14. b. fifteen. a. 16. d. 17. b. xviii. a. 19. a. 20. b.
21. b. 22. d. 23. d. 24. d. 25. c. 26. c. 27. b. 28. a. 29. c. thirty. c
31. a. 32. a. 33. a. 34. d. 35. c. 36. b. 37. a. 38. b. 39. d. 40. c.
ITIL Dumps Exercise Paper 3
1. Which of the following best means Combination of Internal & External Sourcing?
A. Internal Sourcing-.
B. External Sourcing
C. Co-Sourcing
D. Managed Services
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2. Major Incidents crave?
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
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3. Which of the post-obit CANNOT be stored and managed by a tool?
A. Knowledge
B. Data
C. Wisdom
D. Data
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4. The spell bank check module of a word-processing software package contains a number of errors. The Evolution department has corrected these errors in a new version. Which process is responsible
for ensuring this updated version is tested?
A. Configuration Direction
B. Incident Management
C. Problem Direction
D. Release Management
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five. The Plan-Do-Check-Act cycle tin be used to programme and implement Service Direction Processes:
How many times should each stage of the cycle be visited?
A. There should be a single Plan and Do, and then Check and Human activity should be carried out multiple times to Implement Continual Improvement
B. Each stage should be carried out once in the order Plan-Do-Cheque-Act
C. The unabridged cycle should be repeated multiple times to Implement Continual Improvement
D. At that place should be a unmarried %northward. then the Practise-Cheque-Act wheel should be repeated multiple times to Implement Continual improvement
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6. Consider the following statements:
1. "Processes" should exist implemented in such a manner that the "Office" and "Function" in an organization are defined
two. The RACI model Is benign to pattern Function"
Which of the higher up statements are CORRECT?
A. one Just
B. Both of the to a higher place
C. Neither of the higher up
D. 2 but
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7. Which of the post-obit is the procedure rather than a department?
A. Application Management
B. Operations Management
C. Service Desk
D. Availability Management
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8. Which of the following statements fully describes the aim of Release and Deployment Management?
A. To build, test and evangelize the capability to provide the services specified by Service Pattern and that will reach the stakeholders' requirements and deliver the Intended
objectives
B. To ensure that each release parcel specified by Service Blueprint consists of a set of related assets and service components that are compatible with each other
C. To ensure that all release and deployment packages can be tracked, installed, tested, verified, and/or uninstalled or backed out if advisable
D. To tape and manage deviations, risks, and issues related to the new or changed service
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nine. Which of the following may exist divers in a process?
1. Roles
2. Activities
3. Functions
four. Guidelines
five. Standards
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6. Governance Framework
A. 1, 2, iii and five only
B. All of the above
C. ane. 2, five and 6 just
D. one, two, 4, and v only
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10. A Service Provider is?
A. An organization supplying services to 1 or more than external customers
B. An organization supplying services to one or more internal customers or external customers
C. An arrangement supplying services to i or more internal customers
D. An organization supplying Information technology services
Ans
11. Which ITIL process has the objective of helping to monitor the It services past maintaining a logical model of the It infrastructure and Information technology services?
A. Capacity Management
B. Change Direction
C. Configuration Management
D. Financial Management for IT services
Ans
12. The Design Manager Is responsible for the overall coordination and deployment of quality solution designs for services and processes. Which of the post-obit are NOT responsibilities included
In this role?
A. Produce and maintain all necessary Service Transition Packages
B. Produce quality, secure and resilient designs for new or improved services, technology compages, processes or measurement systems that meet all the agreed current and time to come IT
requirements of the organisation
C. Take the overall Service Strategies and ensure they are reflected in the Service Blueprint procedure and the service designs that are produced
D. Measuring the effectiveness and efficiency of the Service Pattern and supporting processes
Ans
13. Of which ITIL process are Reliability, Serviceability and Maintainability components?
A. IT Service Continuity Management
B. Service Level Direction
C. Problem Management
D. Availability Management
Ans
fourteen. Which of the following statements is true about Admission Direction?
A. The Process responsible for assuasive Users to make employ of IT Services, data, or other Assets.
B. Access Management helps to protect the Confidentiality, Integrity and Availability of Assets by ensuring that only authorized Users are able to admission or change the Assets.
C. Access Management is sometimes referred to as Rights Management or Identity Management.
D. All of above
Ans
15. What aspects would you not expect to see in a Service Level study designed for the customer?
A. The average utilization level of the Service Desk
B. The level of availability realized and the time not bachelor per period
C. The pct of incidents that was resolved within the target
D. The successful and reverted Changes during a specific catamenia
Ans
16. Availability Management is responsible for availability of?
A. Services and Resources
B. Services and Concern Processes
C. Resources and Business Processes
D. Services, Resource and Business Processes
Ans
17. What is the deviation between a process and a project?
A. A procedure is continuous and has no end date, whereas a projection has a finite lifespan.
B. A project is continuous and has no end date, whereas a process has a finite lifespan.
C. A procedure stops when the objective has been accomplished, whereas a project does not end when the objective is met.
D. In a project the focus is not on the result, whereas with a process the result is of import
Ans
18. Which of the following is the correct fix of steps for the Continual Service improvement (CSI) Model?
A. Devise a strategy; Design the solution; Transition into production; Operate the Solution; continually improve
B. Where do we desire to be?; How do we get there?; How practice we check we arrived; How do nosotros keep the momentum going?
C. identifies the required business organization outcomes; Programme how to accomplish the outcomes; Implement the plan; Check the plan has been properly implemented; improve the solution
D. What is the vision?; Where are we now?; Where do nosotros want to be?; How do nosotros get at that place?; Did we get there?; How do nosotros go on the momentum going?
Ans
19. What is the significant of the term Serviceability?
A. The degree of availability of the IT services that tin be offered
B. The caste of back up that the Service Desk-bound provides to the customer
C. The caste to which the provision of IT services can be supported by maintenance contracts
D. The degree to which the services agreed in the Service Level Understanding (SLA) are complied with
Ans
20. A user reports a PC problem to the Service Desk. A Service Desk representative determines that the PC is defective and indicates that according to the services catalogue, the PC will exist
replaced inside three hours. Which ITIL process is responsible for having this user's PC replaced inside three hours?
A. Availability Management
B. Change Management
C. Configuration Management
D. Service Level Management
Ans
21. Which of the following statements is CORRECT?
A The Configuration Direction System (CMS) is function of the Known Mistake Data Base (KEDB)
B. The Service Cognition Management System (SKMS) is part of the CMS
C. The KEDB and the CMS form part of the larger SKMS
D. The CMS is partof the Configuration Management Data Base (CMDB)
Ans
22. Information is regularly exchanged between Trouble Management and Modify Management. What information is this?
A. Known Errors from Problem Direction, on the footing of which Change Management can generate Requests for Alter (RFCs)
B. RFCs resulting from Known Errors
C. RFCs from the users that Problem Management passes on to Change Direction
D. RFCs from the Service Desk-bound that Problem Management passes on to Change Management
Ans
23. Which grade of outsourcing provides domain based business expertise?
A. Application Service Provision
B. Business Process Outsourcing
C. Knowledge Procedure Outsourcing
D. Co-Sourcing
Ans
24. Where are activities documented with the aim of improving an It service?
A. Service Catalogue
B. Service Comeback Program
C. Service Level Understanding (SLA)
D. Service Quality Plan (SQP)
Ans
25. Changes are divided into categories.
What criterion defines a category for a change?
A. The consequences of the change such every bit limited, substantial, significant, etc.
B. The speed with which the modify is made
C. The sequence in which the change is made
D. The Asking for Modify number that the modify is assigned
Ans
26. In IT Service Continuity Management various precautionary measures are taken, for example using an emergency power provision.
Which of the post-obit ITIL processes could also initiate this kind of measure?
A. Availability Management
B. Capacity management
C. Alter Management
D. Incident Management
Ans
27. What is a request to supercede something within the It infrastructure called?
A. Replacement Request
B. Request for Change
C. Request for Release
D. Service Request
Ans
28. Which ITIL process manager requires a written report specifying the duration of an interruption of a Configuration Item?
A. Availability Manager
B. Incident Managing director
C. Problem Manager
D. Service Level Manager
Ans
29. Which of the following steps from the continual improvement Model is missing?
1. What Is the vision?
ii. Where are we at present?
3. Where do we want to exist?
four. How do we become there?
5. Did we get in that location?
6.?
A. What is the ROI
B. How much did information technology cost.
C. How do we go on the momentum going.
D. What is the VOI?
Ans
30. Which of the following best describes the goal of Information Security Direction Procedure?
A. To align It security with concern security and ensure that data security is finer managed in all service and Service Management activities'.
B. To ensure that that the information security risks are accordingly managed and enterprise data resources are used responsibly.
C. To provide a focus for all aspects of IT security and manage all It security activities.
D. To provide the strategic direction for security activities and ensures objectives are achieved
Ans
31. Which of the post-obit statements about Supplier and Contract Database (SCD) are right?
1. A database or structured Document used to manage Supplier Contracts throughout their Lifecycle.
2. The SCD contains central Attributes of all Contracts with Suppliers
3. Its never function of the Service Knowledge Management Arrangement.
4. Maintaining it is responsibility of Supplier management process
A. one & 2 only
B. 1, 2 & 3
C. i, 2 & 4
D. All of above
Ans
32. Which of the following will complete the Four P's of Service Design?
1. Perspectives
two. Positioning
3. Plan
four. ???
A. People
B. Product
C. Patterns
D. Partners
Ans
33. What does Hateful Time to Repair (MTTR) mean?
A. Average uptime of a service
B. Average reanimation of a service
C. Average time between two sequent incidents
D. Average time of the breakdown-free period inside a measured period
Ans
34. Which of the following statements is true almost the term Event?
A. A change of state which has significance for the direction of a Configuration Item or IT service.
B. The term Event is likewise used to mean an Alert or notification created past any Information technology Service, configuration Item or Monitoring tool.
C. Events typically require It Operations personnel to take actions, and oftentimes atomic number 82 to Incidents being logged
D. All of above
Ans
35. Which of the post-obit is the best description of the contents of the Definitive Media Library (DML)?
A. Copies of all software versions that are needed
B. Copies of all live software programs
C. Authorized versions of all software used on the infrastructure
D. Software awaiting user acceptance testing
Ans
36. Awarding Portfolio
i. A database or structured Certificate used to manage Applications throughout their Lifecycle.
2. The Awarding Portfolio contains key Attributes of all Applications.
three. The Awarding Portfolio is sometimes implemented as part of the Service Portfolio, or equally function of the Configuration Management System.
Which of the to a higher place statements is correct?
A. 1 but
B. two & 3only
C. All of above
D. 1 & 2 only
Ans
37. Which of the following best describes Error Tolerance?
A. The ability of an IT Service or Configuration Item to continue to operate correctly later on Failure of a Component part.
B. The ability of a tertiary-party supplier to meet the terms of their contract. Often this contract will include agreed levels of availability, reliability and/or maintainability for a supporting
service or component.
C. A measure of how chop-chop and effectively a service, component or CI tin be restored to normal working afterwards a failure.
D. A measure of how long a service, component or CI tin can perform its agreed function without interruption
Ans
38. Which of the following questions is NOT answered by Capacity Plan?
A. Capacity Forecasts
B. Recommendations
C. Components and resources forecasts
D. Countermeasures for risks
Ans
39. How can an system decide the effectiveness of the Service Level Management process?
A. By checking contracts with suppliers
B. By measuring client satisfaction
C. By defining service levels
D. Past reporting on all incidents
Ans
40. What is the first activity when implementing a release?
A. Designing and edifice a release
B. Testing a release
C. Compiling the release schedule
D. Communicating and preparing the release
Ans
Answers for Sample paper iii:
01. c. 02. a. 03. c 04. d. 05. b. 06. d. 07. d. 08. a. 09. d. 10. b.
xi. c. 12. b. thirteen. d. 14. d. 15. a. 16. a. 17. a. eighteen. d. 19. c. twenty. b.
21. c. 22. b. 23. c. 24. b. 25. a. 26. a. 27. b. 28. a. 29. c. 30.a
31. c. 32. c. 33. b. 34. d. 35. c. 36. c. 37. a. 38. d. 39. b. forty. c.
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