2012 new 120 ITIL v3 foundation exam dumps practical questions

Number: Ex-101 Passing Score: 800 Time Limit : 200 min File Version: 3.0 www.itilv3exam.com, www.itil123.cn Hi Guys,This 120 Questions is more than enough for u to get 97.5% .

ALL THE VERY BEST Sections 1. A 2. B 3. C 4. D 5. E 6. F 7. G 8. H

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Exam A QUESTION 1 Availability Management is responsible for availability of the: A. B. C. D. Services and Components Services and Business Processes Components and Business Processes Services, Components and Business Processes

Answer: A Section: A

QUESTION 2 How many people should be accountable for a process as defined in the RACI model? A. B. C. D. As many as necessary to complete the activity Only one - the process owner Two - the process owner and the process enactor Only one - the process architect

Answer: B Section: A

QUESTION 3 Which of the following is the BEST definition of the term Service Management? A. A set of specialised organizational capabilities for providing value to customers in the form of services B. A group of interacting, interrelated, or independent components that form a unified whole, operating together for a common purpose C. The management of functions within an organization to perform certain activities D. Units of organizations with roles to perform certain activities Answer: A Section: A

QUESTION 4 Which of the following would be defined as part of every process? 1. Roles 2. Activities 3. Functions 4. Responsibilities A. B. C. D. 1 and 3 only All of the above 2 and 4 only 1, 2 and 4 only

Answer: D Section: A

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Explanation/Reference:

QUESTION 5 Which of the following statements is CORRECT for every process? 1. It delivers its primary results to a customer or stakeholder 2. It defines activities that are executed by a single function A. B. C. D. Both of the above 1 only Neither of the above 2 only

Answer: B Section: A Explanation/Reference:

QUESTION 6 Which of the following is NOT a purpose of Service Transition? A. B. C. D. To ensure that a service can be managed, operated and supported To provide training and certification in project management To provide quality knowledge of Change, Release and Deployment Management To plan and manage the capacity and resource requirements to manage a release

Answer: B Section: A

QUESTION 7 What is the BEST description of the purpose of Service Operation? A. B. C. D. To decide how IT will engage with suppliers during the Service Management Lifecycle To proactively prevent all outages to IT Services To design and build processes that will meet business needs To deliver and manage IT Services at agreed levels to business users and customers

Answer: D Section: A

QUESTION 8 Which of the following BEST describes a Problem? A. B. C. D. A Known Error for which the cause and resolution are not yet known The cause of two or more Incidents A serious Incident which has a critical impact to the business The cause of one or more Incidents

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Supplier Management and Service Level Management www. B. What is the Return On Investment (ROI)? How much did it cost? How do we keep the momentum going? What is the Value On Investment (VOI)? Answer: C Section: A Explanation/Reference: QUESTION 11 Which of the following do Service Metrics measure? A. D. Where are we now? 3. Partners Answer: C Section: A QUESTION 10 What would be the next step in the Continual Service Improvement (CSI) Model after: 1.Answer: D Section: A QUESTION 9 Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of: A. Technology. B. People. C. Processes and functions Maturity and cost The end to end service Infrastructure availability Answer: C Section: A QUESTION 12 Which processes review Underpinning Contracts on a regular basis? A. D. C. Partners. ? A. B. Products. Where do we want to be? 4. Products. Partners People. Technology People. Process. Did we get there? 6. What is the vision? 2. Process.itilv3exam. C. D. How do we get there? 5. Suppliers People. Products. Process.com .

the Service Portfolio only has information about services which are being considered for future development C. D. The Service Catalogue has information about all services. D. or being prepared for deployment D. the Service Portfolio only has information about services which are being considered for future development B.B. The Service Portfolio has information about all services. Supplier Management. B. people or groups Answer: D Section: A Explanation/Reference: QUESTION 15 Understanding what to measure and why it is being measured are key contributors to which part of the Service Lifecycle? A. the Service Catalogue only has information about services which are live. C. Supplier Management and Demand Management C. B. or being prepared for deployment.com . C. Job descriptions Functions Teams Roles. Demand Management and Service Level Management Answer: A Section: A QUESTION 13 Which of the following statements about the Service Portfolio and Service Catalogue is the MOST CORRECT? A. Service Strategy Continual Service Improvement Service Operation Service Design www.itilv3exam. Demand Management and Service Level Management D. Service Catalogue and Service Portfolio are different names for the same thing Answer: C Section: A QUESTION 14 Consider the following list: 1. Change Manager 3. The Service Catalogue only has information about services that are live. Change Authority 2. Change Advisory Board (CAB) What are these BEST described as? A.

Making a Change to resolve a Problem is reactive and is managing the change is the responsibility of Change Management C. Correct. Registering frequently occurring errors is part of Incident Management/Service Desk. The availability of a service or component The level of risk that could impact a service or process How long a service or component can perform its function without failing A measure of how quickly a service or component can be restored to normal working Answer: C Section: H Explanation/Reference: QUESTION 18 What is the BEST description of the purpose of Service Operation? A. Incorrect. Incorrect. B. before an Incident occurs. D. B. Managing Known Errors is a task of Problem Management but it is not a proactive task. Incorrect. analyzing Trends making a Change to resolve a Problem managing Known Errors registering frequently occurring Errors Answer: A Section: H Explanation/Reference: A. B. via Change Management. C. B. D.itilv3exam. C. By analyzing trends Problem Management is able to identify Incidents/Problems before they occur and put measures into place. D.com .Answer: B Section: E QUESTION 16 Which of the following tasks is part of Proactive Problem Management? A. Analyzing trends is part of Proactive Problem Management. C. D. QUESTION 17 Reliability is a measure of: A. To decide how IT will engage with suppliers during the Service Management Lifecycle To proactively prevent all outages to IT Services To design and build processes that will meet business needs To deliver and manage IT Services at agreed levels to business users and customers Answer: D Section: H Explanation/Reference: www.

D.com . Units of organizations with roles to perform certain activities Answer: A Section: H Explanation/Reference: QUESTION 20 What is a RACI model used for? A. Do. C. B. After the permanent solution has been implemented www. operating together for a common purpose C. B. A group of interacting.QUESTION 19 Which of the following is the BEST definition of the term Service Management? A. A set of specialized organizational capabilities for providing value to customers in the form of services B. C. At any time it would be useful to do so 2. The management of functions within an organization to perform certain activities D. Check. interrelated. The RACI Model A Release Package A Request Model The Plan.itilv3exam. Act (PDCA) cycle Answer: B Section: H Explanation/Reference: QUESTION 22 When can a Known Error record be raised? 1. or independent components that form a unified whole. or a structured set of Release units can be defined within: A. Performance analysis Recording Configuration Items Monitoring services Defining roles and responsibilities Answer: D Section: H Explanation/Reference: QUESTION 21 A single Release unit. D.

1 only Both of the above 2 only Neither of the above Answer: B Section: A Explanation/Reference: QUESTION 26 www. B.A. C. D. Check the incident categorization and correct it if necessary 2. Capacity Management Incident Management Service Level Management Financial Management Answer: A Section: B QUESTION 24 What is the BEST description of a Major Incident? A. D. D. D. Service and Component sub-processes? A.itilv3exam. C. B. An Incident that is so complex that it requires root cause analysis before a workaround can be found An Incident which requires a large number of people to resolve An Incident logged by a senior manager An Incident which has a high priority or high impact on the business Answer: D Section: A QUESTION 25 Which of the following should be done when closing an incident? 1. Check that user is satisfied with the outcome A. C. 2 only 1 only Neither of the above Both of the above Answer: B Section: H Explanation/Reference: QUESTION 23 Which process contains the Business. C. B.com . B.

C.com . advice or for a Standard Change Anything that the customer wants and is prepared to pay for Any request or demand that is entered by a user via a Self-Help web-based interface Any Request for Change (RFC) that is low risk and can be approved by the Change Manager without a Change Advisory Board (CAB) meeting Answer: A Section: A QUESTION 28 Event Management. priority and urgency are independent of each other Urgency should be based on impact and priority Impact should be based on urgency and priority Priority should be based on impact and urgency Answer: D Section: A QUESTION 27 Which of the following BEST describes a Service Request? A. B. Access Management and Request Fulfilment are part of which stage of the Service Lifecycle? A. B. Service Strategy Service Transition Service Operation Continual Service Improvement Answer: C Section: A QUESTION 29 Which of the following CANNOT be provided by a tool? A. C. C.Which of the following statements correctly states the relationship between urgency. Problem Management. C. D. B. D.itilv3exam. A request from a User for information. B. D. Knowledge Information Wisdom Data Answer: C Section: B QUESTION 30 Which of the following statements BEST describes a Definitive Media Library (DML)? www. priority and impact? A. Impact. D.

A secure library where definitive authorised versions of all software and back-ups are stored and protected Answer: B Section: B QUESTION 31 Defining the processes needed to operate a new service is part of: A. A secure library where definitive authorised versions of all media Configuration Items (CIs) are stored and protected C. to ensure that services continue to meet or exceed their availability goals A. C. C. D. Improvement activities. D. Ensuring services are able to meet availability targets 2. D. B. Monitoring and reporting actual availability 3.com . B. The availability of a service or component The level of risk that could impact a service or process How long a service or component can perform its function without failing A measure of how quickly a service or component can be restored to normal working Answer: C Section: B www. C. B. 1 only All of the above 1 and 2 only 1 and 3 only Answer: B Section: B Explanation/Reference: QUESTION 33 Reliability is a measure of: A.itilv3exam. A database that contains definitions of all media CIs D.A. A secure location where definitive hardware spares are held B. Service Design: Design the processes Service Strategy: Develop the offerings Service Transition: Plan and prepare for deployment Service Operation: IT Operations Management Answer: A Section: B QUESTION 32 Which of the following does the Availability Management process include? 1.

C. The Change Advisory Board A person that provides formal authorisation for a particular type of change. A role. A configuration management database (CMDB) A capacity database (CDB) A configuration management system (CMS) A capacity management information system (CMIS) Answer: D Section: B QUESTION 36 Which of the following BEST describes a Change Authority? A. C. B. D. person or a group of people that provides formal authorisation for a particular type of change. 1 and 2 only 1 only All of the above 1 and 3 only Answer: C Section: B Explanation/Reference: QUESTION 35 Data used to support the capacity management process should be stored in: A.itilv3exam. Technical Management Service Desk IT Operations Control Facilities Management Answer: D Section: B www.com . D. D. B. C. to ensure that contracts will be able to support the service requirements 2: Service Operation activities. B.QUESTION 34 The Supplier Management process includes: 1: Service Design activities. C. The Change Manager who provides formal authorisation for each change Answer: C Section: B QUESTION 37 Which of the following functions would be responsible for management of a data centre? A. D. to monitor and report supplier achievements 3: Continual Improvement activities. to ensure that suppliers continue to meet or exceed the needs of the business A. B.

Assessing the impact and cause of Incidents and Problems 2. B. At the same time as the service is designed After the service has been designed. D. C. or a structured set of Release units can be defined within: A. B. D. 1 and 2 only All of the above 1. 2 and 4 only 1.itilv3exam. before the service is handed over to Service Transition As part of Service Transition Before the service is designed Answer: A Section: B QUESTION 40 Which of the following activities are helped by recording relationships between Configuration Items (CIs)? 1. B. The RACI Model A Release Package A Request Model The Plan. C. Assessing the impact of proposed Changes 3. Planning and designing a Change to an existing service 4. Planning a technology refresh or software upgrade A. 3 and 4 only Answer: B Section: B Explanation/Reference: QUESTION 41 A single Release unit.com . D. A Service Level Package A Service Transition Package A Service Design Package A New Service Package Answer: C Section: B QUESTION 39 When should tests for a new service be designed? A. C.QUESTION 38 The information that is passed to Service Transition to enable them to implement a new service is called: A. Check. Do. Act (PDCA) cycle www. C. B. D.

Demand Management Incident Management Release and Deployment Management Request Fulfilment Answer: D Section: C QUESTION 45 Who is responsible for defining Key Performance Indicators (KPIs) for Change Management? A. To identify whether the user is entitled to log an incident for this particular service Answer: A Section: C QUESTION 44 Which process is responsible for low risk.itilv3exam. To provide security staff for Data Centers and other buildings To manage access to computer rooms and other secure locations To manage access to the Service Desk To manage the right to use a service or group of services Answer: D Section: B QUESTION 43 Which of these is a reason for categorizing incidents? A. D. C. C. B. D.com . To establish trends for use in Problem Management and other IT Service Management (ITSM) activities B. B.Answer: B Section: B QUESTION 42 What is the objective of Access Management? A. C. B. frequently occurring. The Change Management Process Owner The Change Advisory Board (CAB) The Service Owner The Continual Service Improvement Manager Answer: A Section: C www. To ensure that the correct priority is assigned to the incident C. D. To enable the incident management database to be partitioned for greater efficiency D. low cost changes? A.

Is accountable for a specific service within an organization Answer: A Section: C QUESTION 48 A Process Owner has been identified with an "I" in a RACI matrix. Is a primary stakeholder in all of the underlying IT processes which support the service they own D.itilv3exam. B. Ensuring that all operational services are recorded in the Service Catalogue Answer: B Section: C www.com . B. Tell others about the progress of an activity Perform an activity Be kept up to date on the progress of an activity Manage an activity Answer: C Section: C QUESTION 49 Which of the following is NOT the responsibility of the Service Catalogue Manager? A. D. C. D. The IT Director The Process Owner The Service Owner The Customer Answer: B Section: C QUESTION 47 Which of the following statements is INCORRECT? The Service Owner: A. Is responsible for continual improvement and the management of change affecting the service they own C. Which of the following would be expected of them? A. Ensuring that information in the Service Catalogue is accurate B. Ensuring that information within the Service Pipeline is accurate C. C.QUESTION 46 Who is responsible for ensuring that the Request Fulfilment process is being performed according to the agreed and documented process? A. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio D. Is responsible for the day-to-day monitoring and operation of the service they own B.

C.QUESTION 50 Which role would you MOST expect to be involved in the management of Underpinning Contracts? A. Cost Conformance Compliance Capacity Answer: C Section: C Explanation/Reference: QUESTION 52 What does a service always deliver to customers? A. D. Progress 2. Effectiveness 3. C. Efficiency 4.com . D. C. C. B.itilv3exam. D. Applications Infrastructure Value Resources Answer: C Section: C QUESTION 53 Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives? A. Service Design Service Transition Service Strategy Service Operation www. Process Manager Service Catalogue Manager Supplier Manager IT Designer/Architect Answer: C Section: C QUESTION 51 There are four types of metrics that can be used to measure the capability and performance of processes. B. Which of the four metrics is missing from the list below? 1. B. B. ? A. D.

Reducing or eliminating the cause of an Incident or Problem Answer: A Section: C www. An unplanned interruption to an IT service C. D. Any detectable or discernable occurrence that has significance for the management of the IT infrastructure B.com . D. Change Management Service Transition Service Strategy Service Design Answer: D Section: C QUESTION 55 Which of the following statements about processes is INCORRECT? A. They must contain legal wording because of their importance There should always be a separate SLA for each specific customer The wording must be clear and concise to allow no room for ambiguity Changes to the SLA can only be requested by the customer Answer: C Section: C QUESTION 57 Which of the following is the BEST definition of an Event? A. B. The unknown cause of one or more Incidents D. C.itilv3exam. They are units of organizations designed to perform certain types of work We must be able to measure them in a relevant manner They deliver specific results They respond to specific events Answer: A Section: C QUESTION 56 Which statement about Service Level Agreements(SLAs) is CORRECT? A. B.Answer: C Section: C QUESTION 54 Which of the following is MOST concerned with the design of new or changed services? A. C. C. D. B.

Where do we want to be? C. Performance. B. Where are we now? B. B. Profit People. 3 and 4 only 2. Process. Which of the following is a correct list of these 'Four Ps'? A.3 and 4 only All of the above Answer: D Section: D Explanation/Reference: QUESTION 61 Which stage of the Continuous Service Improvement (CSI) model stages is BEST described as 'Understand and agree on the priorities for improvement based on a deeper development of the principles defined in the vision'? A.com .QUESTION 58 Which of the following BEST describes the goal of Access Management? A. D.itilv3exam. C. D. 1. Performance Answer: B Section: D QUESTION 60 Which of the following should be considered when designing measurement systems. C. 2 and 3 only 1. Products. Products. methods and metrics?: 1. Preparation. How do we get there? www. The processes A. Partners Potential. Products. To provide a channel for users to request and receive standard services Provides the rights for users to be able to use a service or group of services To prevent Problems and resulting Incidents from happening To detect security events and make sense of them Answer: B Section: D QUESTION 59 Service Design emphasises the importance of the 'Four Ps'. C. Potential. Profit People. The configuration items 4. B. People. Partners. The services 2. D. The architectures 3.

service component or other item that is. D. Negotiating and agreeing Contracts 2. 1. renewal or extension of contracts 4. To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management System (CMS) C. 3 and 4 only 2. C.com . Managing relationships with internal suppliers A. A collection of information used to describe a hardware or software item C. 2 and 3 only 1. An item of hardware or software registered in the asset database B. B. under the control of Configuration Management D. or will be. To define and agree release and deployment plans with customers and stakeholders Answer: D Section: D QUESTION 65 Which of the following is NOT an objective of the Operations Management function? www. To ensure that overall business risk of Change is optimized D. Information recorded by the Service Desk when an Incident is reported Answer: C Section: D QUESTION 64 Which of the following is an objective of Release and Deployment Management? A. Planning for possible closure. 3 and 4 only None of the above Answer: A Section: D Explanation/Reference: QUESTION 63 Which is the BEST definition of a Configuration Item (CI)? A. To standardize methods and procedures used for efficient and prompt handling of all Changes B. An asset.D. Updating the Supplier and Contract database 3.itilv3exam. Did we get there? Answer: B Section: D QUESTION 62 Which of the following activities are responsibilities of a Supplier Manager? 1.

D. B.itilv3exam. C. Demand Management Supplier Management Service Desk Request Fulfilment Answer: A Section: D QUESTION 68 Understanding the level of risk during and after change and providing confidence in the degree of compliance with governance requirements during change are both ways of adding business value through which part of the service lifecycle? A. B. D. B. D.A. The ITIL Complementary Guidance The Service Support book Pocket Guides The Service Strategy book Answer: A Section: D QUESTION 67 Which process lists "Understanding patterns of business activity" as a major role? A. D. C. C. Service Transition Risk Management IT Service Continuity Management Availability Management Answer: A Section: D QUESTION 69 Which part of the service lifecycle is responsible for coordinating and carrying out the activities and processes required to deliver and manage services at agreed levels to business users and customers? www. B. C.com . Swift application of skills to diagnose any IT Operations failures that occur Regular scrutiny and improvements to achieve improved service at reduced costs First line Incident investigation and diagnosis logged by users Maintenance of status quo to achieve stability of day to day processes and activities Answer: C Section: D QUESTION 66 Which part of ITIL provides guidance in adapting good practice for specific business environments and organizational strategies? A.

Risk assessment 2. D. How do we get there?. Where are we now?. Monitoring of component availability A. All of the above 1 and 2 only 1 and 3 only 2 and 3 only Answer: B Section: D www. How do we get there?. How do we keep the momentum going? Answer: D Section: B QUESTION 71 Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service lifecycle? A. Check the plan has been properly implemented. Design the solution. Operate the solution.com . Plan how to achieve the outcomes. C.A. Continual Service Improvement Service Transition Service Design Service Operation Answer: D Section: D QUESTION 70 Which of these is the correct set of steps for the Continual Service Improvement Model? A. B. B. Improve the solution D. Service Operation Service Transition Continual Service Improvement Service Strategy Answer: C Section: D QUESTION 72 Which of the following Availability Management activities are considered to be proactive as opposed to reactive? 1. How do we keep the momentum going? C. Continually Improve B. Where do we want to be?. Where do we want to be?. What is the vision?. D. Did we get there?. C. Devise a strategy.itilv3exam. Implement the plan. Identify the required business outcomes. Transition into production. How do we check we arrived?. C. B. Testing of resilience mechanisms 3. D.

C. Operational Level Agreement (OLA) Capacity Plan Service Level Agreement (SLA) SLA Monitoring Chart (SLAM) Answer: D Section: D QUESTION 75 Which stage of the Change Management process deals with what should be done if the change is unsuccessful? A. Measurements that match the customer's perception of the service Clear. The ECAB considers every high priority Request for Change Amongst the duties of the ECAB is the review of completed emergency changes The ECAB will be used for emergency changes where there may not be time to call a full CAB The ECAB will be chaired by the IT Director Answer: C Section: D www. concise.itilv3exam. unambiguous wording in the Service Level Agreements(SLAs) Inclusion of items in the SLA that cannot be effectively measured Involving customers in drafting Service Level Requirements Answer: C Section: D QUESTION 74 In which document would you expect to see an overview of actual service achievements against targets? A. B.Explanation/Reference: QUESTION 73 What is most likely to cause a loss of faith in the Service Level Management process? A. B. B. C. D. D. C. B. Remediation Planning Categorization Prioritization Review and Close Answer: A Section: D QUESTION 76 Which statement about the Emergency Change Advisory Board (ECAB) is CORRECT? A. D.com . C. D.

recording and reporting on versions. attributes and relationships relating to components of the IT infrastructure? A. contents and details of the infrastructure and represents a set of items that are related to each other? A. D.itilv3exam. B.com . C. Configuration Baseline Project Baseline Change Baseline Asset Baseline Answer: A Section: D QUESTION 79 What is the name of the area where the definitive authorised versions of all media Configuration Items(CIs) are stored and protected? A. Definitive Media Library Definitive Software Store Service Knowledge Management System Software Secure Library Answer: A Section: D QUESTION 80 Which statement BEST represents the guidance on incident logging? A. C. D. D. Service Level Management Change Management Incident Management Service Asset and Configuration Management Answer: D Section: D Explanation/Reference: QUESTION 78 What type of baseline captures the structure. B. B. C. D.QUESTION 77 Which process is responsible for controlling. B. C. Incidents must only be logged if a resolution is not immediately available Only incidents reported to the Service Desk can be logged All incidents must be fully logged The Service Desk decide which incidents to log Answer: C Section: D www.

The Asset Register The Service Knowledge Management System The Known Error Database The Information Management System Answer: B Section: E QUESTION 84 Customer perceptions and business outcomes help to define what? A. C. C. C.itilv3exam. B. D. B. B. The value of a service Customer satisfaction Total Cost of Ownership (TCO) Key Performance Indicators (KPIs) Answer: A Section: E QUESTION 85 "Planning and managing the resources required to deploy a release into production" is a purpose of www. Request for Change Problem Resolution Incident Records New Known Errors Answer: C Section: E QUESTION 82 Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)? A. D. B.com . D. Availability Management Demand Management Financial Management Service Level Management Answer: B Section: E QUESTION 83 Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both elements of what larger entity? A. D.QUESTION 81 Identify the input to the Problem Management process A. C.

B. C. C. D.which part of the Service Lifecycle? A. Do Perform Implement Measure Answer: A Section: E QUESTION 88 Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and service management processes? A. Act and Plan are three of the stages of the Deming Cycle.com . D. Plan Do Check Act Answer: A Section: E QUESTION 89 Which of the following is NOT a characteristic of a process? www. Continual Service Improvement Service Strategy Service Design Service Transition Answer: B Section: E QUESTION 87 Check. C.itilv3exam. D. B. B. C. Which is the fourth? A. Service Operation Service Strategy Service Transition Continual Service Improvement Answer: C Section: E QUESTION 86 The consideration of business outcomes and value creation are principles of which part of the Service Lifecycle? A. B. D.

Emergency CAB (ECAB) Urgent Change Authority (UCA) Urgent Change Board (UCB) CAB Emergency Committee (CAB/EC) Answer: A Section: E Explanation/Reference: QUESTION 92 In which core publication can you find detailed descriptions of Service Level Management. C. D. Supplier Management and IT Service Continuity Management? A. B.itilv3exam. External Service provider. Shared Service Provider Answer: D Section: E Explanation/Reference: QUESTION 91 The group that authorizes changes that must be installed faster than the normal process is called the? A. Internal Service provider. External Service provider. Outsourced 3rd Party Internal Service provider. D.A. B. C. Outsourced 3rd party and Off-shore party Internal Service Operations provider. D.com . External Service Operations provider. Availability Management. C. Shared Service Unit Internal Service provider. B. D. C. Service Transition Service Design Service Strategy Service Operation Answer: B Section: E Explanation/Reference: www. B. It is measurable Delivers specific results Responds to specific events A method of structuring an organization Answer: D Section: E Explanation/Reference: QUESTION 90 What are the three Service Provider business models? A.

2B. C. A change to the service provider's established policies and guidelines A pre-authorised change that has an accepted and established procedure A change that is made as the result of an audit A change that correctly follows the required change process Answer: B Section: E Explanation/Reference: www. 3A. 3D. 3C. The Service Desk can often be used as a stepping stone for staff to move into other more technical or supervisory roles C. 4D 1B. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep them in the role where they have been trained Answer: B Section: E Explanation/Reference: QUESTION 94 Which is the correct combination of Service Management terms across the Lifecycle? Exhibit: A. 3A. 1A. 2C. B.com . D. D. C.QUESTION 93 Which of these statements about Service Desk staff is CORRECT? A. The Service Desk should try to have a high level of staff turnover as the training requirements are low and this helps to minimise salaries D. 2D. 4D 1C. 2B. B.itilv3exam. Service Desk staff should be recruited from people who have high levels of technical skilltominimise the cost of training them B. 4B 1C. 4A Answer: C Section: E Explanation/Reference: QUESTION 95 Which of the following sentences BEST describes a Standard Change? A.

itilv3exam. B. D. Librarian. CMS/tools Administrator. Configuration Analyst. Configuration Analyst. Financial Asset Manager Answer: B Section: F Explanation/Reference: QUESTION 98 Which of the following are Service Desk organisational structures? 1. Configuration Manager. Configuration Analyst. Service Desk Manager. CMS/tools Administrator C. Local Service Desk 2. 3 and 4 only 1. Configuration Manager. Configuration Manager. CMS/tools Administrator. B. Configuration Administrator/Librarian. Configuration control board. data needs to be gathered and analysed from which other area of the lifecycle in order to answer the question "Did we get there?"? A. Configuration Administrator/Librarian. Change Manager D. IT Help Desk 4. 2 and 4 only 1. Configuration Manager. CMS/tools Administrator B. Service Strategy Service Design Service Operation Service Transition Answer: C Section: E Explanation/Reference: QUESTION 97 Which of the following combinations covers all the roles in Service Asset and Configuration Management? A.com . Service Asset Manager. 3 and 4 only Answer: B Section: F Explanation/Reference: www. 2. C. Configuration Analyst. Configuration Administrator/Librarian. Virtual Service Desk 3.QUESTION 96 Within the Continual Service Improvement (CSI) 7 step improvement process. Follow the Sun A. D. 2 and 3 only 1. Configuration control board. C.

A type of Incident www. C. A warning that a threshold has been reached or that something has changed C. Service Portfolio Management Service Level Management Component Capacity Management Demand Management Answer: D Section: F Explanation/Reference: QUESTION 102 What is the definition of an Alert? A.com . All budgets and expenditures are accounted for D.QUESTION 99 "Service Management is a set of specialised organisational capabilities for providing value to customers in the form of services". Overall business riskisoptimised B.itilv3exam. D. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management system Answer: C Section: F Explanation/Reference: QUESTION 101 Understanding customer usage of services and how this varies over the Business Lifecycle is part of which process? A. Standardised methods and procedures are used for efficient and prompt handling of all Changes C. An error message to the user of an application B. Markets and Customers Functions and Processes People. D. C. B. B. products and technology Applications and Infrastructure Answer: B Section: F Explanation/Reference: QUESTION 100 Which of the following is NOT an aim of the Change Management process? A. These specialised organisational capabilities include which of the following? A.

Produce and maintain all necessary Service Transition packages C. D. Units oforganisations with roles to perform certain activities B. C. The management of functions withinanorganisation to perform certain activities D. A pre-authorised change that has an accepted and established procedure A change that is made as the result of an audit A change that correctly follows the required change process A change to the service provider's established policies and guidelines Answer: A Section: F Explanation/Reference: QUESTION 105 Which of the following is NOT part of the Service Design phase of the Service Lifecycle? A. B. A set of specialized organizational capabilities for providing value to customers in the form of services C.itilv3exam. secure and resilient designs for new or improved services. Produce quality. technology architecture.D. Measuring the effectiveness and efficiency of Service Design and the supporting processes Answer: B Section: F Explanation/Reference: www. A setofspecialised organisational capabilities for providing functions to customers in the form of services Answer: B Section: F Explanation/Reference: QUESTION 104 Which of the following sentences BEST describes a Standard Change? A. Take the overall Service Strategies and ensure they are reflected in the Service Design process and the service designs that are produced D. An audit report that indicates areas where IT is not performing according to agreed procedures Answer: B Section: F Explanation/Reference: QUESTION 103 The term 'Service Management' is best used to describe? A.com . processes or measurement systems that meet all the agreed current and future IT requirements oftheorganisation B.

Extreme focus on cost Extreme focus on responsiveness Vendor focused Extreme internal focus Answer: D Section: F Explanation/Reference: QUESTION 107 Which is the first step in the 7 Step Improvement Process? A. D. Evaluate. Diagnose. D. C. Intervene Validate. Justify. B. What imbalance does this represent? A. what are the four reasons to monitor and measure? A. D. Direct. Direct. C.com . A type of Incident A warning that a threshold has been reached or that something has changed An error message to the user of an application An audit report that indicates areas where IT is not performing according to agreed procedures Answer: B Section: G Explanation/Reference: QUESTION 109 To add value to the business. but none of them know what services are offered to the business.QUESTION 106 Staff in an IT department areexperts in managing specific technology. Direct. C.itilv3exam. B. B. Improve Validate. D.Improve Answer: C Section: G www. Justify. Justify. C. Where are we now? Identify gaps in Service Level Agreement (SLA) achievement Prepare for action Define what you should measure Answer: D Section: F Explanation/Reference: QUESTION 108 What is the definition of an Alert? A. B. Intervene Evaluate. Justify.

Explanation/Reference: QUESTION 110 Which of the following is NOT an objective of Problem Management? A. D. Development. negotiation and agreement of contracts. D. determine the category C. B. negotiation and agreement of Service Level Agreements. Development. B. B. negotiation and agreement of Organisational Level Agreements Development.itilv3exam. IT Operations Management Applications Management Service Desk Technical Management Answer: A Section: G Explanation/Reference: QUESTION 112 Which of the following is a responsibility of Supplier Management? A. D. determine the priority www. C. negotiation and agreement of Service Portfolio Answer: C Section: G Explanation/Reference: QUESTION 113 What is the first step in Incident Management? A. Eliminating recurring Incidents Minimising the impact of Incidents that cannot be prevented Preventing Problems and resulting Incidents from happening Restoring normal service operation as quickly as possibleandminimising adverse impact on the business Answer: D Section: G Explanation/Reference: QUESTION 111 Which Function would provide staff to monitor events in a Network Operations Centre? A. Development. C.com . detect and record B. C.

D. Change Management. Answer: B Section: H Explanation/Reference: www. Configuration Management but will be formally logged within the Incident Management process. C. It describes only those Services that are also included in the Service Level Agreement (SLA). It describes all services supplied by the IT Management organization. Incorrect. D. Correct. Configuration Management. Incorrect. Initial support is a step in the Incident Management process but this will take place after the Incident is detected and recorded. C. Change Management will assess and authorize any Change prior to the implementation via Release Management. Incident Management. Incorrect. It is not necessary in order to draw up a Service Level Agreement (SLA). Release Management. B. Incorrect. Determining the category of an Incident is a step in the Incident Management process but this will take place after the Incident is detected and recorded. QUESTION 115 Which of the following statements about the Service Catalog is correct? A. Problem Management. D.com . QUESTION 114 When an event is logged at the Service Desk.D. Change Management Answer: C Section: H Explanation/Reference: A. It can be used instead of a Service Level Agreement (SLA). Problem Management. Determining the priority is a step in the Incident Management process but this will take place after the Incident is detected and recorded. initial support Answer: A Section: H Explanation/Reference: A. B. Release Management B. C. Problem Management. Incorrect. Configuration Management.itilv3exam. Incorrect. in what order will the processes likely be executed? A. Change Management. B. Correct. Incident Management. Release Management C. Incident Management. Release Management D. Change Management. The entry of a Service failure will not begin with. Finding root cause via Problem Management will typically occur prior to submitting a Change. Detecting and recording the Incident is the first step in the Incident Management process.

Details of the Service Level Agreement(SLA) pertaining to the incident 2. C.itilv3exam. Incorrect. A Service Level Agreement (SLA) describes the negotiated levels of Service for a specific IT Service. D. D. B. B.A.Service description and scope 3. D.Chronological order of steps A.Service vision and mission 2. Incorrect. QUESTION 116 Which of the following should be documented in an incident model 1. The Service Catalog describes all the IT Services the IT Organization can provide without describing the Service Levels. 1 & 2 only 1 & 3 only 2 & 3 only None of the above Answer: C Section: (none) Explanation/Reference: www. The Service Catalog describes all the IT Services the IT Organization can provide. Correct.Responsibilities and dependencies A. A Service Catalog can hold more Services than are included in a Service Level Agreement (SLA).com . C. The Service Catalog describes all the IT Services the IT Organization and should be used when creating a Service Level Agreement (SLA). B. 1 only 2 only Both if the above Neither of the above Answer: B Section: (none) Explanation/Reference: QUESTION 117 Which of the following would you expect to find in a cintract for an underpinning services 1. C. Incorrect.

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