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a) What is the vision? b) Did we get there? c) Is there budget? d) Where are we now? 2. What is the RACI model used for? a) Documenting the roles and relationships of stakeholders in a process or activity b) Defining requirements for a new service or process c) Analyzing the business impact of an incident d) Creating a balanced scorecard showing the overall status of Service Management 3. What is the main reason for establishing a baseline? a) To standardize operation b) For knowing the cost of services provided c) For roles and responsibility to be clear d) For later comparison 4. Which of the following is NOT an objective of Service Operation? a) Through testing, to ensure that services are designed to meet business needs b) To deliver and support IT services c) To manage the technology used to deliver services d) To monitor the performance of technology and processes 5. Which of the following statements is CORRECT about patterns of demand generated by the customer’s business? a) They are driven by patterns of business activity b) It is impossible to predict how they behave c) It is impossible to influence demand patterns d) They are driven by the delivery schedule generated by capacity management 6. Which of the following is NOT one of the ITIL core publications? a) Service Optimization b) Service Transition c) Service Design d) Service Strategy 7. Which of the following statements is CORRECT? 1. Only one person can be responsible for an activity 2. Only one person can be accountable for an activity a) All of the above b) 1 only c) 2 only d) None of the above
Requirements. 3 and 4 d) 1. Which is the correct sequence of events in the selection of a technology tool? a) Select Product. Evaluate Product d) Requirements. ? a) Event management and Request Fulfillment b) Event Management and Service Desk c) Facilities Management and Event Management d) Change Management and Service Level Management 13. Which of the following are the three main types of metrics as defined in Continual Service Improvement (CSI)? 1. Requirements. Evaluate Product. Technology Metrics 5. 2 and 3 b) 2. Process Metrics 2. Incident Management 2. correlating IT services and different IT components needed to deliver the services c) Build service models to justify the ITIL implementations d) Implement ITIL across the organization 12. Problem Management 3. Evaluate Product b) Selection Criteria. The goal of Service Asset and Configuration Management is to? a) Account for all financial assets of the organization b) Provide a logical model of the IT infrastructure. Select Product c) Requirements.8. Selection Criteria. 2 and 4 10. Select Product. Supplier Metrics 3. Evaluate Product. Service Metrics 4. Which are the missing Service Operation processes from the following? 1. 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 11. Which of the following identifies two Service Portfolio components within the Service Lifecycle? a) Requirements Portfolio and Service Catalogue b) Service Knowledge Management System and Service Catalogue c) Service Knowledge Management System and Requirements Portfolio d) Requirements Portfolio and Configuration Management System . Selection Criteria. Access Management 4. ? 5. Selection Criteria. Business Metrics a) 1. 4 and 5 c) 1. Select Product 9.
Which of the following activities is Service Level Management responsible for? a) Design the configuration management system from a business perspective . Data design a) 1. Phased 2. Big bang vs. Automated vs. Which of the following areas would technology help to support during the Service Design phase of the Lifecycle? 1. 3 and 4 only 15. Manual a) Incident Management b) Release and Deployment Management c) Service Asset and Configuration Management d) Service Catalogue Management 20. Environmental design 3. What does the Service V model represent? a) A strategy for the successful completion of all Service Management 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 perspective as perceived by the customer and the user of services 18. Business drivers and requirements for a new service should be considered during? a) Review of the router operating system patches b) Review of the current capabilities of IT service delivery c) The Post Implementation Review (PIR) of a change d) Decommissioning legacy servers 16. Push and Pull 3.14. Hardware and Software design 2. 3 and 4 only b) 1. Process design 4. The BEST definition of an event 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 significant for the management of the IT infrastructure or delivery of services c) A known system defect that generates multiple incident reports d) A planned meeting of customers and IT staff to announce a new service or improvement program 17. The following options are considered within which process? 1. and recovery from. 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. 2 and 3 only c) All of the above d) 2. technical failures 19.
Process metrics c) Desired outcome. Service Transition. IT objectives d) People. 2 and 4 only c) All of the above d) None of the above 26. what attributes of the service should be considered? a) Objectives. Metric. Service Operation and Continual Service Improvement 23. Technology 22. They are self-contained units with their own capabilities and resources 3. If an organization is able to become more proactive in its ITSM processes. Desired outcome b) Business Objectives. 2 and 3 only b) 1. CSI provides guidance on how to improve services 3. CSI provides guidance on the measurement of processes and services Which of the above statements is CORRECT? a) 1 and 2 only b) 2 only c) 1. Products. IT objectives. Which of the following BEST describes the purpose of Event Management? a) The ability to detect events. They are costlier to implement compared to processes a) 1. Service Transition and Service Operation d) Service Strategy. 2 and 3 only d) All of the above 25. Which of the following statements are CORRECT about Functions? 1. CSI provides guidance on the improvement of all phases of the service lifecycle 4. Supplier metrics. They rely on processes for cross-functional coordination and control 4. They provide structure and stability to organizations 2. Consider the following statements: 1. what is likely to happen to support costs? . Service Design. 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 ability to report on the successful delivery of services by checking the uptime of infrastructure devices 24. Setting policies and objectives is the primary concern of which of the following elements of the Service Lifecycle? a) Service Strategy b) Service Strategy and Continual Service Improvement c) Service Strategy. CSI provides guidance on how to improve process efficiency and effectiveness 2.b) Create technology metrics to align with customer needs c) Create a customer facing service catalogue d) Train service desk on how to deal with customer complaints about service 21. When analyzing an outcome for creation of value for customers.
Which off the following is a characteristic of every process? . 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 33. The main 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 32. What is the role of the Emergency Change 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 assist the Change Manager in speeding up the emergency change process so that no unacceptable delays occur. from Strategy through Design and Transition to Operations and Improvement 28. Which of the following statements about Supplier Management is INCORRECT? a) Supplier Management negotiates internal and external agreements to support the delivery of services b) Supplier Management ensures that suppliers meet business expectations c) Supplier Management maintains information in a Supplier and Contracts Database d) Supplier Management should be involved in all stages of the service lifecycle. Which of the following is a good use of a baseline? a) The desired end state of a project b) A marker or starting point for later comparison c) The current desktop models in use d) The type of testing to be done for a release 31. 30. Which of the following BEST describes a Local Service Desk structure? a) A Service Desk that also provides onsite technical support to its users b) A Service Desk where analysts only speak one language c) A Service Desk that is situated in the same location as the users it serves d) A Service Desk that could be in any physical location but uses telecommunications and IT systems to make it appear that they are in the same location 29.a) They are likely to increase gradually b) They are likely to increase dramatically c) They are likely to gradually reduce d) They are likely to reduce initially and then gradually return to current level 27.
how do we get there? d) Gather data. Check. responsibilities. It delivers its primary result to a customer or stakeholder a) 1. process data. What is the CORRECT order of the first four activities in the 7 Step Improvement Process? a) Define what you should measure. 4 and 5 only c) 1. Report b) Plan. define what you can measure. A Service Level Package 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 document showing the Service Levels achieved during an agreed reporting period 36. 2. Monitor. It responds to a specific event 5. 3 and 4 only b) 1. gather data and process data b) Gather data. what do we want to be. Incident Management has a value to the business by? a) Helping to control infrastructure cost of adding 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 37. process data. Audit d) Plan. Act. 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 balanced scorecard showing the overall status of all Services 38. Which of the following statements is CORRECT for all processes? a) They define activities. It is timely 3. 4 and 5 only d) All of the above 34. Do. Check. define what you should measure and define what you can measure 40. roles. Measure. analyze data and present data c) What is the vision. Which of the following is NOT 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 application 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 copy of software from a list of approved options 35. 2. Implement c) Plan. where are we now. Re-Act. It is measurable 2. Act 39. The four stages of the Deming Cycle are? a) Plan. functions and metrics . It delivers a specific result 4. 3. Do.1.
Service Transition and Service Operation c) Service Operation and Continual Service Improvement d) Continual Service Improvement . The design of the processes required 5. The design of services 2. Which of the following Roles is responsible for identifying opportunities for improvement? 1. Service Operation and Continual Service Improvement b) Service Strategy. The design of Service Management systems and tools 3. Process Owner a) 1 and 2 only b) 1 and 3 only c) All of the above d) 2 and 3 only 4. Which aspect of Service Design is missing from the list below? 1. The design of technology architecture and management systems 4. ? a) The design of Functions b) The design of Service Level Agreements c) The design of applications d) The design of measurement systems. The ITIL V3 core is best described as? a) An Operations Lifecycle b) An IT Management Lifecycle c) A Service Lifecycle d) An Infrastructure Lifecycle 2. methods and metrics 3. Service Owner 2.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 ree ITIL Dumps Exam Questions Version-3 Paper 2 1. Service Design. Service Transition. Continual Service Improvement (CSI) Manager 3. Learning and improvement is the primary concern of which of the following elements of the Service Lifecycle? a) Service Strategy.
In which core publication can you find detailed descriptions of the following? 1. Financial Management a) Service Operations b) Service Strategy c) Service Transition d) Continual Service Improvement 9. The Service Desk is always the owner of the Incident Management process a) 2 only b) 1 only c) All of the above d) None of the above 7. The Service Desk is a function that provides a means of communication between IT and its users for all operational issues 2. Which of the following statements about the Service Desk are CORRECT? 1. 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 IT organization for Service Support d) They are used to create value to the IT organization for Service Delivery 8. just as it is for any other phase of the Lifecycle d) Communication is more important in Service Operation than in any other stage of the Service Lifecycle 10. Demand Management 3. A Process owner is responsible for which of the following? a) Purchasing tools to support the Process .5. Service Portfolio Management 2. Which of the following is the most appropriate approach to carrying out Service Operations? a) The internal IT view is most important as Service Operations has to monitor and manage the infrastructure b) Service Operations should maintain a balance between an internal IT view and an external business view c) The external business view is most important as Service Operations is the place where value is realized and the customer obtains the benefit of the services d) IT Operations does not take an internal or external view as they execute processes defined by Service Design 6. Which of the following statements BEST describes the role of Communication during Service Operation? a) Communication is defined as part of all processes and is executed in Service Operation b) Communication is a separate process that needs to be defined and executed with Service Operation c) Good communication is essential for successful Service Operation.
Demand Management is primarily used to? a) Increase customer value b) Eliminate excess capacity needs c) Increase the value of IT d) Align business with IT cost 12. To ensure there is minimal unpredicted impact on production services 4. Setting the rights or privileges of systems to allow access to authorized users 3. Which of the following are objectives of the Release and Deployment Management process? 1. To ensure there are clear release and deployment plans 2. Which of the following statements are NOT included in Access Management? 1. 3 and 4 only 14. Which of the following is NOT an advantage of organizing Continual Service Improvement (CSI) using the RACI model? a) Facilitates clear communication and workflow practice across all parties involved in the CSI program b) Clarifies the roles and responsibilities of individual in the CSI program which could otherwise be 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 13. To provide cost justifiable IT capacity that is matched to the needs of the business a) 1. 2 and 3 only b) All of the above c) 1 and 3 only d) 1. Verifying the identity of users requesting access to services 2. To ensure that skills and knowledge are transferred to operations and support staff 3. Which of the following questions is NOT answered by Service Portfolio Management? a) How should our resources and capabilities be allocated? b) What opportunities are there in the market? c) Why should a customer buy these services? d) What are the pricing or chargeback models? 15. Monitoring the availability of systems that users should have access to a) 3 and 4 only b) 1 and 3 only c) 2 and 3 only .b) Ensuring that targets specified in an SLA are met c) Carrying out activities defined in the Process d) Monitoring and improving the Process 11. Defining security policies for system access 4.
Release and Deployment technology 4. Which of the following statements is CORRECT about ‘good practice’? a) It can be used to drive an organization forward b) It is something that is in wide industry use c) It is always documented in international standards d) It is always based on ITIL 21. 3 and 4 only d) All of the above 20. A Process should be traceable to a specific trigger 2. 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 17. Which of the following areas would technology help to support during the Service Transition phase of the lifecycle? 1. Data mining and workflow tools 2. Consider the following statements: 1. 2 and 3 only b) 1. What is the purpose of the Request Fulfillment Process? a) Dealing with Service Requests from the users b) Making sure all requests within an IT Organization is fulfilled c) Ensuring fulfillment of Change Requests d) Making sure the Service Level Agreement is met 19. If something cannot be measured. A characteristic of the “Process” is that it is performance driven and able to be measured Which of the above statements are CORRECT? . it should not be documented within which of the following? a) The Glossary of Terms b) A Service Level Agreement c) An Incident Management record d) A Configuration Item (CI) 18. Process Design a) 1. Measurement and reporting systems 3. 3 and 4 only c) 2.d) 1 and 2 only 16.
When planning and implementing a Continual Service Improvement (CSI) initiative. A Service Catalogue should contain which of the following? a) The version information of all software b) The organizational structure of the company c) Asset information d) Details of all operational services 25. such as a Data Center d) The procurement and maintenance of tools that are used by IT operations staff to maintain the infrastructure 26. The objective of Service Asset and Configuration Management is most accurately described as? a) To understand the performance characteristics of assets and Configuration Items (CIs) in order to maximize their contribution to service levels b) To manage service assets and CIs from an operational perspective c) To ensure that assets and CIs deliver the business outcomes they were designed to achieve d) To define and control the components of services and infrastructure and maintain accurate configuration records 24. Which of the following would NOT be stored in the Definitive Media Library (DML)? a) Master copies of software b) Backups of application data . capacity. “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 problems are fixed free of charge for a certain period of time d) Customers are assured of certain levels of availability. continuity and security 23. Facilities Management refers to? a) The Management of IT services that are viewed as “utilities”. which of the following benefits is LEAST useful in supporting a business case? a) Reduce technology 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) Improve employee morale and therefore create better relationships between IT and business units d) Reduce Problem resolution by 50% and minimize critical system outages 27. such as printers or network access b) The Management of an outsourcing contract c) The Management of the physical IT environment.a) 1 only b) All of the above c) None of the above d) 2 only 22.
assign resources. justify and intervene b) To validate. Functions are best 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 30. outsourcing relies on internal resources c) Insourcing relies on co-sourcing. outsourcing relies on partnerships d) Insourcing relies on knowledge process outsourcing. purchase technology and train people 33. outsourcing relies on external organization(s) resources b) Insourcing relies on external organization(s) resources. What is the best definition of an Incident Model? a) The template used to define the Incident logging form used to report Incidents b) A type of Incident involving a standard (or model) type of Configuration Item (CI) c) A set of pre-defined steps to be followed when dealing with a known type of Incident d) An Incident that is easy to solve 31. outsourcing relies on application service provisioning 32. Which of the following is the CORRECT description of the Four P’s of Service Design? . monitor and change c) To validate. tested and implemented in a controlled manner b) Ensuring that changes to IT infrastructure are managed efficiently and effectively c) Ensuring that all changes have appropriate back-out plans in the event of failure d) Protecting services by not allowing changes to be made 29. Which of the following statements CORRECTLY defines Insourcing and Outsourcing delivery model options? a) Insourcing relies on internal resources. The objective of the Change Management process is most accurately described as? a) Ensuring that all changes are recorded. measure. act and improve d) To validate. 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 quickly as possible c) To help enable different applications to work together d) To help implement architectures that support the business strategy 34.c) Software licenses d) Master copies of controlled documentation 28. managed. direct. Why should monitoring and measuring be used when trying to improve services? a) To validate. plan.
Service Transition provides guidance on testing 3. Which is the first activity of the Continual Service Improvement (CSI) model? a) Assess the current business situation b) Understand high-level business requirements c) Agree on priorities for improvement d) Create and verify a plan 37. A user contacts the Service Desk about slow performance of an application Which of the above statements is CORRECT? a) All of the above b) 1 and 4 only c) 2 and 3 only d) None of the above 38. An Incident occurs when: 1.a) A four step process for the design of effective Service Management b) A definition of the people and products required for successful design c) A set of questions that should be asked when reviewing design specifications d) The four major areas that need to be considered in the design of effective Service Management 35. and the user is not aware of any disruption to service 4. Service Transition provides guidance on moving new and changed services into production 2. A user is unable to access a service during service hours 2. Consider the following statements: 1. Which process reviews Operational Level Agreements (OLAs) on a regular basis? a) Supplier Management b) Service Level Management c) Service Portfolio Management d) Contract Management 39. Service Transition provides guidance on the transfer of services to or from an external service provider Which of the above statements is CORRECT? a) 1 and 2 only b) 1 only c) All of the above d) 1 and 3 only 36. An authorized IT staff member is unable to access a service during service hours 3. A redundant network segment fails. The 7 Step Improvement Process can most accurately be described as? a) The Seven 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 .
08. 32. 28. Less urgency C. Longer timescales D. 21. d. gathering the data. Wisdom D. 06. d. Which of the following CANNOT be stored and managed by a tool? A. 20. 05. Which process is responsible for ensuring this updated version is tested? A. Separate procedures B. d. 14. b.d) A process for defining what is to be measured. ITIL Dumps Practice Paper 3 1. d. a. Which of the following best means Combination of Internal & External Sourcing? A. 29. 33. 11. Configuration Management B. The Plan-Do-Check-Act cycle can be used to plan and implement Service Management Processes: How many times should each stage of the cycle be visited? A. 15. 23. 37. c. Incident Management C. b. 38. The Development department has corrected these errors in a new version. processing the data and using it to take corrective action 40. b. c. a. 10. b. 39. c 04. 40. c. 18. a. c. Major Incidents require? A. b. b. b. External Sourcing C. d. 30. 34. d. IT executives and the Security Manager c) All customers. B. b. The entire cycle should be repeated multiple times to Implement Continual Improvement . c. c 31. Less documentation 3. d. d. Problem Management D. The Information Security Policy should be available to which groups of people? a) Senior business managers and all IT staff b) Senior business managers. 19. Information C. a. a. 12. Co-Sourcing D. 26. Release Management 5. Data 4. 36. Managed Services 2. 03. 35. users and IT staff d) Information Security Management staff only Answers to ITIL V3 Sample Paper 2: 01. 17. b. Knowledge B. 16. 02. Internal Sourcing-. Each stage should be carried out once in the order Plan-Do-Check-Act C. a. a. d. 09. b. and then Check and Act should be carried out multiple times to Implement Continual Improvement B. a. 22. d. 13. There should be a single Plan and Do. c. 24. The spell check module of a word-processing software package contains a number of errors. 27. a. c. b. d. 07. 25.
Availability Management 8. Neither of the above D. Standards 6. then the Do-Check-Act cycle should be repeated multiple times to Implement Continual improvement 6. installed. risks. tested. 5 and 6 only D. The Design Manager Is responsible for the overall coordination and deployment of quality solution designs for services and processes. Governance Framework A. and issues related to the new or changed service 9. An organization supplying services to one or more internal customers D. Change Management C. 1 Only B.D. Operations Management C. Capacity Management B. 1. Both of the above C. Financial Management for IT services 12. 1. An organization supplying IT services 11. The RACI model Is beneficial to design Function” Which of the above statements are CORRECT? A. Which of the following statements fully describes the aim of Release and Deployment Management? A. and 5 only 10. test and deliver the capability to provide the services specified by Service Design and that will accomplish the stakeholders’ requirements and deliver the Intended objectives B. and/or uninstalled or backed out if appropriate D. An organization supplying services to one or more internal customers or external customers C. verified. 2. 3 and 5 only B. Configuration Management D. An organization supplying services to one or more external customers B. To ensure that all release and deployment packages can be tracked. Activities 3. 1. Which of the following is the process rather than a department? A. Guidelines 5. “Processes” should be implemented in such a way that the “Role” and “Function” in an organization are defined 2. Roles 2. To ensure that each release package specified by Service Design consists of a set of related assets and service components that are compatible with each other C. A Service Provider is? A. 2. Which ITIL process has the objective of helping to monitor the IT services by maintaining a logical model of the IT infrastructure and IT services? A. 2. All of the above C. To record and manage deviations. 4. 2 only 7. Which of the following may be defined in a process? 1. There should be a single %n. Application Management B. Service Desk D. Functions 4. Consider the following statements: 1. To build. Which of the following are NOT responsibilities included In this role? .
Where do we want to be?. or other Assets. All of above 15. How do we check we arrived. Which of the following is the correct set of steps for the Continual Service improvement (CSI) Model? A. The degree of availability of the IT services that can be offered B.A. C. whereas a project does not stop when the objective is met. Services and Business Processes C. whereas a process has a finite lifespan. Services. data. The successful and reverted Changes during a specific period 16. Where do we want to be?. Services and Resources B. B. What aspects would you not expect to see in a Service Level report designed for the customer? A. A process stops when the objective has been achieved. Availability Management 14. D. Of which ITIL process are Reliability. Which of the following statements is true about Access Management? A. Service Level Management C. How do we keep the momentum going? 19. C. A process is continuous and has no end date. The percentage of incidents that was resolved within the target D. continually improve B. What is the meaning of the term Serviceability? A. secure and resilient designs for new or improved services. What is the vision?. B. What is the difference between a process and a project? A. technology architecture. The average utilization level of the Service Desk B. whereas a project has a finite lifespan. identifies the required business outcomes. D. Produce and maintain all necessary Service Transition Packages B. Devise a strategy. whereas with a process the result is important 18. Resources and Business Processes 17. Did we get there?. Where are we now?. The level of availability realized and the time not available per period C. Integrity and Availability of Assets by ensuring that only authorized Users are able to access or modify the Assets. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced D. The degree of support that the Service Desk provides to the customer C. Resources and Business Processes D. The degree to which the services agreed in the Service Level Agreement (SLA) are complied with . A project is continuous and has no end date. Check the plan has been properly implemented. In a project the focus is not on the result. Measuring the effectiveness and efficiency of the Service Design and supporting processes 13. processes or measurement systems that meet all the agreed current and future IT requirements of the organization C. How do we keep the momentum going? C. Implement the plan. The Process responsible for allowing Users to make use of IT Services. Serviceability and Maintainability components? A. improve the solution D. Access Management is sometimes referred to as Rights Management or Identity Management. Problem Management D. Transition into production. Access Management helps to protect the Confidentiality. Produce quality. How do we get there?. Plan how to achieve the outcomes. Availability Management is responsible for availability of? A. Operate the Solution. How do we get there?. The degree to which the provision of IT services can be supported by maintenance contracts D. IT Service Continuity Management B. Design the solution.
A Service Desk representative determines that the PC is defective and indicates that according to the services catalogue. The sequence in which the change is made D.20. Where are activities documented with the aim of improving an IT service? A. Service Quality Plan (SQP) 25. The speed with which the change is made C. B. Business Process Outsourcing C. Configuration Management D. Co-Sourcing 24. RFCs from the users that Problem Management passes on to Change Management D. Availability Management B. Knowledge Process Outsourcing D. RFCs resulting from Known Errors C. The KEDB and the CMS form part of the larger SKMS D. Availability Management B. Which form of outsourcing provides domain based business expertise? A. Service Improvement Program C. Request for Release D. significant. What information is this? A. The Service Knowledge Management System (SKMS) is part of the CMS C. Changes are divided into categories. Which of the following statements is CORRECT? A The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB) B. Which ITIL process is responsible for having this user's PC replaced within three hours? A. In IT Service Continuity Management various precautionary measures are taken. Request for Change C. Service Level Management 21. The Request for Change number that the change is assigned 26. Which of the following ITIL processes could also initiate this kind of measure? A. Service Catalogue B. Capacity management C. on the basis of which Change Management can generate Requests for Change (RFCs) B. etc. RFCs from the Service Desk that Problem Management passes on to Change Management 23. Change Management C. Application Service Provision B. for example using an emergency power provision. What is a request to replace something within the IT infrastructure called? A. substantial. Change Management D. Incident Management 27. A user reports a PC problem to the Service Desk. The consequences of the change such as limited. Replacement Request B. The CMS is partof the Configuration Management Data Base (CMDB) 22. What criterion defines a category for a change? A. the PC will be replaced within three hours. Known Errors from Problem Management. Service Request . Information is regularly exchanged between Problem Management and Change Management. Service Level Agreement (SLA) D.
The SCD contains key Attributes of all Contracts with Suppliers 3. To provide a focus for all aspects of IT security and manage all IT security activities. Which of the following will complete the Four P's of Service Design? 1. Problem Manager D. Average uptime of a service B. 4. 1. Did we get there? 6. To align IT security with business security and ensure that information security is effectively managed in all service and Service Management activities’. 2 & 3 C. What is the ROI B. Where are we now? 3. What Is the vision? 2. 2 & 4 D. Service Level Manager 29. Which of the following statements about Supplier and Contract Database (SCD) are correct? 1. To provide the strategic direction for security activities and ensures objectives are achieved 31. Which of the following best describes the goal of Information Security Management Process? A. How do we get there? 5. All of above 32. D. A database or structured Document used to manage Supplier Contracts throughout their Lifecycle. To ensure that that the information security risks are appropriately managed and enterprise information resources are used responsibly. Average time between two consecutive incidents D. Its never part of the Service Knowledge Management System. Average downtime of a service C. What is the VOI? 30. Plan 4. C. Perspectives 2. People B. Where do we want to be? 4. How do we keep the momentum going. 1. Product C. 1 & 2 only B. Partners 33. Which of the following steps from the continual improvement Model is missing? 1. ??? A. B. Average time of the breakdown-free period within a measured period . Incident Manager C. Availability Manager B.? A. Maintaining it is responsibility of Supplier management process A. C. Positioning 3. How much did it cost. Which ITIL process manager requires a report specifying the duration of an interruption of a Configuration Item? A.28. What does Mean Time to Repair (MTTR) mean? A. 2. D. Patterns D.
Which of the following is the best description of the contents of the Definitive Media Library (DML)? A. Events typically require IT Operations personnel to take actions. C. A change of state which has significance for the management of a Configuration Item or IT service. Recommendations C. By checking contracts with suppliers B. Components and resource forecasts D. What is the first activity when implementing a release? A. 1 & 2 only 37. 3. configuration Item or Monitoring tool. Designing and building a release B. Which of the above statements is correct? A. component or CI can be restored to normal working after a failure. The Application Portfolio contains key Attributes of all Applications. 2. The Application Portfolio is sometimes implemented as part of the Service Portfolio. or as part of the Configuration Management System. The term Event is also used to mean an Alert or notification created by any IT Service. component or CI can perform its agreed function without interruption 38. How can an organization determine the effectiveness of the Service Level Management process? A. Often this contract will include agreed levels of availability. Testing a release C. B. Authorized versions of all software used on the infrastructure D. A measure of how long a service. Software awaiting user acceptance testing 36. By reporting on all incidents 40. Copies of all software versions that are needed B. and often lead to Incidents being logged D. A database or structured Document used to manage Applications throughout their Lifecycle. The ability of an IT Service or Configuration Item to continue to operate correctly after Failure of a Component part. C. Application Portfolio 1. B. Copies of all live software programs C. Compiling the release schedule D. The ability of a third-party supplier to meet the terms of their contract. Countermeasures for risks 39. All of above D. 2 & 3only C. Communicating and preparing the release . Which of the following best describes Fault Tolerance? A. Which of the following statements is true about the term Event? A. Which of the following questions is NOT answered by Capacity Plan? A. By measuring customer satisfaction C. reliability and/or maintainability for a supporting service or component. All of above 35. A measure of how quickly and effectively a service. D. 1 only B.34. Capacity Forecasts B. By defining service levels D.
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