Which Of The Following Is Not An Example Of A Business Service
ITIL V3 Foundation Test
ITIL V3 Foundation Exam Sample Q & A
ITIL V3 Sample Newspaper ane
ane. Which of the following is NOT a step in the Continual Service Comeback (CSI) model?
a) What is the vision?
b) Did we go there?
c) Is there budget?
d) Where are nosotros now?
Ans
ii. 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 bear on of an incident
d) Creating a balanced scorecard showing the overall status of Service Direction
Ans
iii. What is the main reason for establishing a baseline?
a) To standardize performance
b) For knowing the cost of services provided
c) For roles and responsibility to be clear
d) For later comparison
Ans
4. Which of the following is NOT an objective of Service Performance?
a) Through testing, to ensure that services are designed to meet business concern needs
b) To deliver and support It services
c) To manage the technology used to deliver services
d) To monitor the performance of engineering science and processes
Ans
v. Which of the post-obit statements is Correct about patterns of need generated by the customer'south business?
a) They are driven by patterns of business activity
b) Information technology is incommunicable to predict how they behave
c) Information technology is impossible to influence need patterns
d) They are driven by the commitment schedule generated by capacity management
Ans
half-dozen. Which of the post-obit is Non one of the ITIL core publications?
a) Service Optimization
b) Service Transition
c) Service Pattern
d) Service Strategy
Ans
7. Which of the following statements is CORRECT?
1. Only one person tin can be responsible for an activity
2. But ane person can be answerable for an activeness
a) All of the in a higher place
b) one only
c) 2 only
d) None of the above
Ans
8. Which is the correct sequence of events in the selection of a engineering tool?
a) Select Product, Requirements, Selection Criteria, Evaluate Product
b) Selection Criteria, Requirements, Evaluate Product, Select Production
c) Requirements, Selection Criteria, Select Production, Evaluate Product
d) Requirements, Option Criteria, Evaluate Product, Select Product
Ans
nine. Which of the following are the iii principal types of metrics as defined in Continual Service Improvement (CSI)?
1. Process Metrics
2. Supplier Metrics
3. Service Metrics
4. Engineering Metrics
5. Business concern Metrics
a) 1, 2 and iii
b) ii, 4 and five
c) one, 3 and 4
d) one, ii and 4
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 exist resolved
c) The number of staff that will be assigned to work on the Incident so that it is resolved in fourth dimension
d) The escalation path that will be followed to ensure resolution of the incident
Ans
xi. The goal of Service Asset and Configuration Management is to?
a) Business relationship for all fiscal assets of the organization
b) Provide a logical model of the IT infrastructure, correlating It services and different IT components needed to evangelize the services
c) Build service models to justify the ITIL implementations
d) Implement ITIL across the organization
Ans
12. Which are the missing Service Functioning processes from the following?
1. Incident Direction
2. Problem Management
3. Access Direction
4. ?
5. ?
a) Consequence direction and Asking Fulfillment
b) Event Management and Service Desk
c) Facilities Management and Event Direction
d) Modify Management and Service Level Direction
Ans
thirteen. Which of the following identifies 2 Service Portfolio components within the Service Lifecycle?
a) Requirements Portfolio and Service Catalogue
b) Service Knowledge Management System and Service Catalogue
c) Service Cognition Management System and Requirements Portfolio
d) Requirements Portfolio and Configuration Direction System
Ans
14. Which of the following areas would engineering assist to back up during the Service Pattern phase of the Lifecycle?
1. Hardware and Software design
2. Ecology design
3. Procedure design
4. Information design
a) 1, 3 and four merely
b) 1, two and 3 only
c) All of the above
d) two, three and 4 only
Ans
15. Business organization drivers and requirements for a new service should exist considered during?
a) Review of the router operating system patches
b) Review of the current capabilities of It service delivery
c) The Mail service Implementation Review (PIR) of a modify
d) Decommissioning legacy servers
Ans
16. The BEST definition of an issue is?
a) An occurrence where a performance threshold has been exceeded and an agreed Service Level has already been impacted
b) An occurrence that is meaning for the management of the IT infrastructure or delivery of services
c) A known organization defect that generates multiple incident reports
d) A planned meeting of customers and It staff to announce a new service or improvement program
Ans
17. What does the Service V model represent?
a) A strategy for the successful completion of all Service Management projects
b) The path to Service Commitment and Service Support for efficient and constructive utilization of resources
c) Levels of Configuration and testing required to evangelize a Service Capability
d) The business perspective equally perceived by the customer and the user of services
Ans
18. Technical Management is Not 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
nineteen. The following options are considered within which procedure?
1. Big blindside vs. Phased
2. Push and Pull
three. Automatic vs. Transmission
a) Incident Management
b) Release and Deployment Management
c) Service Asset and Configuration Management
d) Service Catalogue Management
Ans
xx. Which of the following activities is Service Level Management responsible for?
a) Design the configuration management system from a business perspective
b) Create technology metrics to marshal with customer needs
c) Create a client facing service catalogue
d) Railroad train service desk on how to bargain with customer complaints about service
Ans
21. When analyzing an outcome for cosmos of value for customers, what attributes of the service should be considered?
a) Objectives, Metric, Desired outcome
b) Business Objectives, IT objectives, Process metrics
c) Desired outcome, Supplier metrics, IT objectives
d) People, Products, Technology
Ans
22. Setting policies and objectives is the primary business 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 Pattern, Service Transition, Service Performance and Continual Service Improvement
Ans
23. Which of the following BEST describes the purpose of Upshot Management?
a) The power to discover events, make sense of them and determine the appropriate command action
b) The ability to implement monitoring tools
c) The power to monitor and control the activities of technical staff
d) The ability to report on the successful delivery of services past checking the uptime of infrastructure devices
Ans
24. Consider the post-obit statements:
i. CSI provides guidance on how to amend process efficiency and effectiveness
two. CSI provides guidance on how to ameliorate services
3. CSI provides guidance on the improvement of all phases of the service lifecycle
4. CSI provides guidance on the measurement of processes and services
Which of the above statements is CORRECT?
a) 1 and 2 only
b) two only
c) 1, 2 and 3 only
d) All of the higher up
Ans
25. Which of the following statements are CORRECT about Functions?
1. They provide structure and stability to organizations
two. They are self-contained units with their own capabilities and resources
3. They rely on processes for cantankerous-functional coordination and command
4. They are costlier to implement compared to processes
a) 1, ii and 3 just
b) 1, 2 and 4 but
c) All of the above
d) None of the above
Ans
26. If an organization is able to go more than proactive in its ITSM processes, what is likely to happen to support costs?
a) They are probable to increment gradually
b) They are likely to increase dramatically
c) They are likely to gradually reduce
d) They are likely to reduce initially and and so gradually return to current level
Ans
27. Which of the following statements about Supplier Management is INCORRECT?
a) Supplier Direction negotiates internal and external agreements to support the commitment of services
b) Supplier Management ensures that suppliers encounter business expectations
c) Supplier Management maintains information in a Supplier and Contracts Database
d) Supplier Management should exist involved in all stages of the service lifecycle, from Strategy through Pattern and Transition to Operations and Improvement
Ans
28. Which of the following All-time describes a Local Service Desk construction?
a) A Service Desk that also provides onsite technical support to its users
b) A Service Desk where analysts only speak ane linguistic communication
c) A Service Desk that is situated in the same location as the users it serves
d) A Service Desk that could exist in whatever physical location only uses telecommunication and It systems to get in appear that they are in the same location
Ans
29. What is the role of the Emergency Modify Advisory Board (ECAB)?
a) To assist the Change Manager in ensuring that no urgent changes are made during particularly volatile business periods
b) To assist the Change Manager in implementing emergency changes
c) To assist the Change Manager in evaluating emergency changes and to decide whether the change should be approved
d) To aid the Change Director in speeding upwards the emergency change process so that no unacceptable delays occur.
Ans
30. Which of the following is a good use of a baseline?
a) The desired stop state of a project
b) A mark or starting point for later comparison
c) The current desktop models in use
d) The type of testing to be done for a release
Ans
31. The main objective of Availability Management is?
a) To monitor and study 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 status of the IT Infrastructure and Applications
d) The situation where the Service Desk is required to monitor the status of the infrastructure when Operators are not available
Ans
33. Which off the following is a characteristic of every process?
1. It is measurable
2. Information technology is timely
3. It delivers a specific result
iv. It responds to a specific consequence
5. It delivers its chief result to a client or stakeholder
a) 1, ii, iii and 4 only
b) 1, 2, 4 and 5 only
c) one, 3, four and five but
d) All of the to a higher place
Ans
34. Which of the following is Non an example of a Service Request?
a) A user calls the Service Desk to order a toner cartridge
b) A user calls the Service Desk because they would like to change the functionality of an awarding
c) A Manager submits a request for a new employee to be given access to an application
d) A user logs onto an internal website to download a licensed re-create of software from a listing of canonical options
Ans
35. A Service Level Parcel is best described as?
a) A definite level of utility and warranty associated with a core service package
b) A description of customer requirements used to negotiate a Service Level Agreement
c) A description of the value that the customer wants and for which they are willing to pay
d) A certificate showing the Service Levels accomplished during an agreed reporting period
Ans
36. Incident Management has a value to the business past?
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 impact
Ans
37. A Service owner is responsible for which of the following?
a) Recommending improvements
b) Designing and documenting a Service
c) Carrying out the Service Operations activities needed to support a Service
d) Producing a counterbalanced scorecard showing the overall status of all Services
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38. The four stages of the Deming Bicycle are?
a) Program, Mensurate, Monitor, Report
b) Plan, Bank check, Re-Act, Implement
c) Program, Do, Human activity, Inspect
d) Plan, Exercise, Check, Human activity
Ans
39. What is the CORRECT order of the start iv activities in the 7 Stride Comeback Process?
a) Define what y'all should measure, define what you lot tin measure, gather data and procedure data
b) Gather data, procedure data, analyze data and nowadays data
c) What is the vision, where are nosotros now, what do nosotros want to be, how do we get there?
d) Gather data, process data, define what you should measure and ascertain what you can mensurate
Ans
twoscore. 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 newspaper 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. 14. c. 15. b. 16. b. 17. b. eighteen. c. nineteen. b. xx. c.
21. b. 22. a. 23. a. 24. d. 25. a. 26. c. 27. a. 28. c. 29. c. xxx. b
31. d. 32. b. 33. c. 34. b. 35. a. 36. d. 37. a. 38. d. 39. a. 40. b.
Examination Questions Paper ii
1. The ITIL V3 core is all-time described as?
a) An Operations Lifecycle
b) An IT Direction Lifecycle
c) A Service Lifecycle
d) An Infrastructure Lifecycle
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ii. Which aspect of Service Design is missing from the list beneath?
one. The design of services
2. The pattern of Service Direction systems and tools
3. The pattern of technology compages and management systems
4. The design of the processes required
v. ?
a) The design 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 improvement?
1. Service Owner
2. Continual Service Comeback (CSI) Manager
3. Procedure Possessor
a) 1 and 2 only
b) 1 and 3 only
c) All of the to a higher place
d) ii and 3 just
Ans
4. Learning and improvement is the primary concern of which of the following elements of the Service Lifecycle?
a) Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Comeback
b) Service Strategy, Service Transition and Service Operation
c) Service Performance and Continual Service Improvement
d) Continual Service Improvement
Ans
5. Which of the post-obit is the almost advisable approach to carrying out Service Operations?
a) The internal IT view is nigh important every bit Service Operations has to monitor and manage the infrastructure
b) Service Operations should maintain a balance betwixt an internal IT view and an external business view
c) The external business organization view is most of import as Service Operations is the place where value is realized and the client obtains the do good of the services
d) IT Operations does not take an internal or external view as they execute processes divers past Service Blueprint
Ans
six. Which of the following statements about the Service Desk are CORRECT?
1. The Service Desk is a part that provides a ways of advice between IT and its users for all operational issues
2. The Service Desk is always the owner of the Incident Management process
a) 2 but
b) one just
c) All of the above
d) None of the above
Ans
7. How does an organisation utilize 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 IT organization for Service Support
d) They are used to create value to the Information technology organization for Service Delivery
Ans
viii. In which core publication can you observe detailed descriptions of the post-obit?
one. Service Portfolio Management
2. Demand Management
3. Fiscal Management
a) Service Operations
b) Service Strategy
c) Service Transition
d) Continual Service Improvement
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9. Which of the post-obit statements BEST describes the role of Communication during Service Operation?
a) Communication is defined as part of all processes and is executed in Service Functioning
b) Communication is a separate process that needs to be divers and executed with Service Operation
c) Expert advice is essential for successful Service Operation, just as information technology is for any other phase of the Lifecycle
d) Communication is more important in Service Operation than in whatsoever 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) Carrying out activities divers in the Procedure
d) Monitoring and improving the Procedure
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eleven. Demand Direction is primarily used to?
a) Increase customer value
b) Eliminate excess capacity needs
c) Increment the value of IT
d) Marshal business with IT cost
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12. Which of the post-obit is NOT an advantage of organizing Continual Service Comeback (CSI) using the RACI model?
a) Facilitates clear communication and workflow exercise across all parties involved in the CSI program
b) Clarifies the roles and responsibilities of individual in the CSI program which could otherwise exist overlapping and confusing
c) Identifies where internal Service Level Agreements (SLAs) can be established to implement CSI
d) Provides a clear focus for matching the CSI processes to financial planning
Ans
13. Which of the following are objectives of the Release and Deployment Direction process?
1. To ensure at that place are clear release and deployment plans
ii. To ensure that skills and noesis are transferred to operations and support staff
3. To ensure there is minimal unpredicted impact on production services
four. To provide toll justifiable IT capacity that is matched to the needs of the concern
a) i, ii and iii but
b) All of the higher up
c) 1 and 3 only
d) i, 3 and 4 just
Ans
14. Which of the following questions is NOT answered by Service Portfolio Management?
a) How should our resource and capabilities be allocated?
b) What opportunities are at that place in the market place?
c) Why should a customer buy these services?
d) What are the pricing or chargeback models?
Ans
15. Which of the following statements are NOT included in Access Direction?
1. Verifying the identity of users requesting access to services
2. Setting the rights or privileges of systems to allow access to authorized users
3. Defining security policies for system access
four. Monitoring the availability of systems that users should have access to
a) 3 and iv only
b) 1 and 3 simply
c) 2 and 3 only
d) 1 and two only
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16. Awarding 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) Profitable in the decision to build or purchase new software
d) Developing operational functionality required by the business concern
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17. If something cannot exist measured, it should non exist documented within which of the post-obit?
a) The Glossary of Terms
b) A Service Level Understanding
c) An Incident Management record
d) A Configuration Item (CI)
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xviii. What is the purpose of the Request Fulfillment Process?
a) Dealing with Service Requests from the users
b) Making sure all requests within an Information technology Organization is fulfilled
c) Ensuring fulfillment of Change Requests
d) Making certain the Service Level Agreement is met
Ans
xix. Which of the post-obit areas would technology assistance to back up during the Service Transition phase of the lifecycle?
1. Data mining and workflow tools
2. Measurement and reporting systems
3. Release and Deployment technology
4. Process Design
a) one, ii and 3 only
b) 1, three and iv merely
c) 2, three and four only
d) All of the above
Ans
20. Which of the following statements is CORRECT about 'good do'?
a) It can be used to drive an organization forrad
b) It is something that is in wide industry use
c) Information technology is ever documented in international standards
d) It is ever based on ITIL
Ans
21. Consider the following statements:
one. A Process should be traceable to a specific trigger
two. A characteristic of the "Process" is that it is operation driven and able to be measured
Which of the to a higher place statements are Correct?
a) 1 only
b) All of the above
c) None of the above
d) 2 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 exist no failures in applications and infrastructure associated with the service
c) All service-related problems are stock-still free of accuse for a certain period of time
d) Customers are assured of certain levels of availability, capacity, continuity and security
Ans
23. The objective of Service Asset and Configuration Management is about accurately described every bit?
a) To empathize the operation characteristics of assets and Configuration Items (CIs) in guild to maximize their contribution to service levels
b) To manage service avails and CIs from an operational perspective
c) To ensure that assets and CIs evangelize the business outcomes they were designed to achieve
d) To define and control the components of services and infrastructure and maintain accurate configuration records
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24. A Service Catalogue should contain which of the following?
a) The version data of all software
b) The organizational structure of the company
c) Asset information
d) Details of all operational services
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25. Facilities Management refers to?
a) The Management of IT services that are viewed as "utilities", such every bit printers or network access
b) The Management of an outsourcing contract
c) The Management of the physical IT surroundings, such as a DataCenter
d) The procurement and maintenance of tools that are used past IT operations staff to maintain the infrastructure
Ans
26. When planning and implementing a Continual Service Improvement (CSI) initiative, which of the post-obit benefits is LEAST useful in supporting a business concern case?
a) Reduce technology investment by $5m due to more authentic capacity and performance modeling processes
b) Reduce support manpower need past 30% due to automated incident and problem direction processes
c) Improve employee morale and therefore create ameliorate relationships between It and business organization units
d) Reduce Problem resolution by fifty% and minimize critical system outages
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27. Which of the following would Non be stored in the Definitive Media Library (DML)?
a) Principal 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 process is most accurately described every bit?
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 finer
c) Ensuring that all changes have advisable back-out plans in the event of failure
d) Protecting services by not allowing changes to be fabricated
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29. Functions are all-time described as?
a) Without their ain body of knowledge
b) Airtight loop systems
c) Self-Contained units of organizations
d) Focusing on transformation to a goal
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xxx. What is the best definition of an Incident Model?
a) The template used to define the Incident logging course used to study Incidents
b) A blazon of Incident involving a standard (or model) type of Configuration Item (CI)
c) A set up of pre-defined steps to be followed when dealing with a known type 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(s) resources
b) Insourcing relies on external organization(south) resources; outsourcing relies on internal resource
c) Insourcing relies on co-sourcing; outsourcing relies on partnerships
d) Insourcing relies on knowledge procedure outsourcing; outsourcing relies on application service provisioning
Ans
32. Why should monitoring and measuring exist used when trying to improve services?
a) To validate, direct, justify and intervene
b) To validate, measure, monitor and change
c) To validate, plan, human action and improve
d) To validate, assign resources, buy technology and train people
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33. A benefit of using Service Blueprint tools is?
a) To help ensure that standards and conventions are followed
b) To aid ensure that events are detected equally quickly every bit possible
c) To aid enable different applications to piece of work together
d) To help implement architectures that support the business strategy
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34. Which of the following is the Right clarification of the Iv P'southward of Service Design?
a) A four step process for the design of constructive Service Management
b) A definition of the people and products required for successful design
c) A gear up of questions that should exist asked when reviewing pattern specifications
d) The four major areas that need to be considered in the blueprint of constructive Service Management
Ans
35. Consider the following statements:
1. Service Transition provides guidance on moving new and changed services into production
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) ane and ii but
b) 1 simply
c) All of the higher up
d) 1 and three merely
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36. Which is the first activity of the Continual Service Improvement (CSI) model?
a) Assess the current business situation
b) Understand loftier-level business requirements
c) Agree on priorities for comeback
d) Create and verify a program
Ans
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 access a service during service hours
3. A redundant network segment fails, and the user is non enlightened of any disruption to service
4. A user contacts the Service Desk-bound nigh slow performance of an application
Which of the above statements is CORRECT?
a) All of the above
b) 1 and iv only
c) ii and iii only
d) None of the above
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38. Which procedure reviews Operational Level Agreements (OLAs) on a regular basis?
a) Supplier Direction
b) Service Level Direction
c) Service Portfolio Management
d) Contract Direction
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39. The 7 Step Improvement Process can most accurately be described as?
a) The Vii P's 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 be measured, gathering the data, processing the data and using it to accept corrective action
Ans
forty. The Information Security Policy should be available to which groups of people?
a) Senior business managers and all Information technology staff
b) Senior business managers, It executives and the Security Manager
c) All customers, users and IT staff
d) Information Security Direction staff simply
Answers to ITIL V3 Sample Newspaper 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. thirteen. a. 14. b. 15. a. 16. d. 17. b. 18. a. xix. a. xx. b.
21. b. 22. d. 23. d. 24. d. 25. c. 26. c. 27. b. 28. a. 29. c. 30. c
31. a. 32. a. 33. a. 34. d. 35. c. 36. b. 37. a. 38. b. 39. d. 40. c.
ITIL Dumps Practice Paper 3
1. Which of the following all-time 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 following CANNOT be stored and managed by a tool?
A. Cognition
B. Data
C. Wisdom
D. Data
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iv. The spell check module of a word-processing software parcel contains a number of errors. The Development section has corrected these errors in a new version. Which procedure is responsible
for ensuring this updated version is tested?
A. Configuration Direction
B. Incident Management
C. Problem Management
D. Release Management
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5. The Plan-Exercise-Check-Act cycle can exist used to programme and implement Service Management Processes:
How many times should each stage of the cycle be visited?
A. In that location should be a single Programme and Do, and and then Bank check and Act should be carried out multiple times to Implement Continual Improvement
B. Each stage should be carried out one time in the order Plan-Practise-Bank check-Act
C. The entire cycle should be repeated multiple times to Implement Continual Improvement
D. There should be a unmarried %due north. then the Do-Check-Human activity cycle should be repeated multiple times to Implement Continual improvement
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6. Consider the following statements:
i. "Processes" should be implemented in such a style that the "Role" and "Function" in an organisation are divers
2. The RACI model Is beneficial to design Function"
Which of the above statements are CORRECT?
A. 1 Only
B. Both of the higher up
C. Neither of the above
D. 2 but
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7. Which of the following is the procedure rather than a section?
A. Application Management
B. Operations Management
C. Service Desk-bound
D. Availability Direction
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viii. 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 past Service Design and that will accomplish the stakeholders' requirements and deliver the Intended
objectives
B. To ensure that each release package specified by Service Blueprint consists of a ready of related avails and service components that are uniform 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 bug related to the new or inverse service
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9. Which of the following may be defined in a process?
ane. Roles
2. Activities
3. Functions
four. Guidelines
v. Standards
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6. Governance Framework
A. 1, ii, 3 and five only
B. All of the above
C. 1. two, five and six only
D. 1, two, 4, and 5 only
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10. A Service Provider is?
A. An organization supplying services to i or more external customers
B. An system supplying services to one or more internal customers or external customers
C. An arrangement supplying services to one or more internal customers
D. An organization supplying It services
Ans
xi. Which ITIL process has the objective of helping to monitor the Information technology services by maintaining a logical model of the It infrastructure and IT services?
A. Chapters Direction
B. Change Management
C. Configuration Management
D. Fiscal Direction for Information technology services
Ans
12. The Design Director Is responsible for the overall coordination and deployment of quality solution designs for services and processes. Which of the following 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 architecture, processes or measurement systems that see all the agreed current and future It
requirements of the organization
C. Accept 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 Blueprint and supporting processes
Ans
thirteen. Of which ITIL procedure are Reliability, Serviceability and Maintainability components?
A. It Service Continuity Management
B. Service Level Management
C. Problem Management
D. Availability Management
Ans
14. Which of the following statements is true near Access Management?
A. The Process responsible for allowing Users to brand use of Information technology Services, information, or other Assets.
B. Access Management helps to protect the Confidentiality, Integrity and Availability of Avails past ensuring that simply authorized Users are able to access or modify the Assets.
C. Access Management is sometimes referred to every bit Rights Management or Identity Management.
D. All of in a higher place
Ans
15. What aspects would yous not expect to see in a Service Level report designed for the client?
A. The average utilization level of the Service Desk
B. The level of availability realized and the time not available per menstruum
C. The percentage of incidents that was resolved within the target
D. The successful and reverted Changes during a specific flow
Ans
xvi. Availability Direction is responsible for availability of?
A. Services and Resources
B. Services and Concern Processes
C. Resources and Business Processes
D. Services, Resources and Business organisation Processes
Ans
17. What is the difference betwixt a procedure and a project?
A. A process is continuous and has no finish engagement, whereas a project has a finite lifespan.
B. A project is continuous and has no end engagement, whereas a process has a finite lifespan.
C. A procedure stops when the objective has been achieved, whereas a project does not cease when the objective is met.
D. In a projection the focus is non on the result, whereas with a process the result is important
Ans
18. Which of the following is the correct set up 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 nosotros want to be?; How do we become at that place?; How do nosotros bank check we arrived; How exercise nosotros keep the momentum going?
C. identifies the required business organisation outcomes; Plan how to achieve the outcomes; Implement the programme; Check the plan has been properly implemented; improve the solution
D. What is the vision?; Where are nosotros at present?; Where do we want to be?; How do we go at that place?; Did nosotros become there?; How practise we keep the momentum going?
Ans
xix. What is the significant of the term Serviceability?
A. The degree of availability of the It services that can be offered
B. The degree of back up that the Service Desk provides to the customer
C. The degree 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 Agreement (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 co-ordinate to the services catalogue, the PC will be
replaced within three hours. Which ITIL procedure is responsible for having this user'due south PC replaced within three hours?
A. Availability Management
B. Change Direction
C. Configuration Management
D. Service Level Direction
Ans
21. Which of the post-obit statements is Correct?
A The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
B. The Service Knowledge Management System (SKMS) is part of the CMS
C. The KEDB and the CMS form office of the larger SKMS
D. The CMS is partof the Configuration Management Information Base (CMDB)
Ans
22. Data is regularly exchanged betwixt Problem Management and Modify Management. What information is this?
A. Known Errors from Trouble Management, on the basis of which Change Management can generate Requests for Change (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 that Problem Management passes on to Change Management
Ans
23. Which course of outsourcing provides domain based business expertise?
A. Awarding Service Provision
B. Business Process Outsourcing
C. Knowledge Process Outsourcing
D. Co-Sourcing
Ans
24. Where are activities documented with the aim of improving an It service?
A. Service Catalogue
B. Service Improvement Plan
C. Service Level Agreement (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 alter is fabricated
C. The sequence in which the change is made
D. The Asking for Change 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 following ITIL processes could besides initiate this kind of measure?
A. Availability Management
B. Capacity direction
C. Change Direction
D. Incident Management
Ans
27. What is a request to replace something inside the Information technology infrastructure called?
A. Replacement Request
B. Request for Change
C. Request for Release
D. Service Request
Ans
28. Which ITIL process manager requires a report specifying the duration of an interruption of a Configuration Item?
A. Availability Manager
B. Incident Manager
C. Trouble Managing director
D. Service Level Manager
Ans
29. Which of the post-obit steps from the continual improvement Model is missing?
1. What Is the vision?
2. Where are nosotros now?
three. Where practise we want to exist?
4. How exercise we get in that location?
5. Did nosotros go in that location?
vi.?
A. What is the ROI
B. How much did information technology toll.
C. How practice nosotros go along the momentum going.
D. What is the VOI?
Ans
30. Which of the post-obit best describes the goal of Data Security Management Process?
A. To align Information technology security with business security and ensure that information security is finer managed in all service and Service Direction activities'.
B. To ensure that that the information security risks are appropriately managed and enterprise information 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?
one. A database or structured Document used to manage Supplier Contracts throughout their Lifecycle.
two. The SCD contains primal Attributes of all Contracts with Suppliers
3. Its never part of the Service Knowledge Management System.
iv. Maintaining it is responsibility of Supplier management procedure
A. 1 & 2 only
B. i, ii & iii
C. 1, two & four
D. All of above
Ans
32. Which of the post-obit will complete the Four P's of Service Design?
ane. Perspectives
2. Positioning
three. Program
4. ???
A. People
B. Product
C. Patterns
D. Partners
Ans
33. What does Mean Time to Repair (MTTR) hateful?
A. Average uptime of a service
B. Boilerplate downtime of a service
C. Average time between two sequent incidents
D. Boilerplate time of the breakup-free period within a measured period
Ans
34. Which of the post-obit statements is truthful virtually the term Result?
A. A change of state which has significance for the direction of a Configuration Item or IT service.
B. The term Effect is besides 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 accept actions, and ofttimes lead to Incidents being logged
D. All of in a higher place
Ans
35. Which of the following 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 pending user acceptance testing
Ans
36. Application Portfolio
1. A database or structured Certificate used to manage Applications throughout their Lifecycle.
two. The Application Portfolio contains fundamental Attributes of all Applications.
3. The Application Portfolio is sometimes implemented equally role of the Service Portfolio, or as office of the Configuration Management System.
Which of the above statements is correct?
A. i only
B. two & 3only
C. All of in a higher place
D. ane & 2 only
Ans
37. Which of the post-obit best describes Mistake Tolerance?
A. The ability of an It Service or Configuration Item to keep to operate correctly after Failure of a Component function.
B. The ability of a third-party supplier to come across 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 quickly and effectively a service, component or CI can exist restored to normal working after a failure.
D. A measure of how long a service, component or CI tin can perform its agreed function without suspension
Ans
38. Which of the following questions is Not answered by Chapters Programme?
A. Capacity Forecasts
B. Recommendations
C. Components and resources forecasts
D. Countermeasures for risks
Ans
39. How tin an organization determine 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 building a release
B. Testing a release
C. Compiling the release schedule
D. Communicating and preparing the release
Ans
Answers for Sample paper 3:
01. c. 02. a. 03. c 04. d. 05. b. 06. d. 07. d. 08. a. 09. d. x. b.
11. c. 12. b. 13. d. fourteen. d. fifteen. a. 16. a. 17. a. eighteen. d. 19. c. xx. 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. 40. c.
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