ITIL Questions and Answers

8/10/2019 ITIL Questions and Answers

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6. Which of the following is NOT one of the ITIL core pu%lications$

a" Serice Optimi-ation

%" Serice Transitionc" Serice &esign

#" Serice Strateg+

7. Which of the following statements is CO((4CT$

1. Onl+ one person can %e responsi%le for an actiit+

'. Onl+ one person can %e accounta%le for an actiit+

a" )ll of the a%oe

%" 1 onl+c" ' onl+

#" None of the a%oe

8. Which is the correct se,uence of eents in the selection of a technolog+ tool$

a" Select Pro#uct2 (e,uirements2 Selection Criteria2 4aluate Pro#uct

%" Selection Criteria2 (e,uirements2 4aluate Pro#uct2 Select Pro#uct

c" (e,uirements2 Selection Criteria2 Select Pro#uct2 4aluate Pro#uct

#" (e,uirements2 Selection Criteria2 4aluate Pro#uct2 Select Pro#uct

9. Which of the following are the three main t+pes of metrics as #efine# in Continual

Serice Improement !CSI"$

1. Process etrics

'. Supplier etrics

3. Serice etrics

0. Technolog+ etrics

. :usiness etrics

a" 12 ' an# 3%" '2 0 an#

c" 12 3 an# 0

#" 12 ' an# 0

1;. The priorit+ of an Inci#ent refers to$


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a" The relatie importance of the Inci#ent %ase# on impact an# urgenc+

%" The spee# with which the Inci#ent nee#s to %e resole#

c" The num%er of staff that will %e assigne# to wor* on the Inci#ent so that it is resole#

in time

#" The escalation path that will %e followe# to ensure resolution of the inci#ent

11. The goal of Serice )sset an# Configuration anagement is to$

a" )ccount for all financial assets of the organi-ation

%" Proi#e a logical mo#el of the IT infrastructure2 correlating IT serices an# #ifferent IT

components nee#e# to #elier the serices

c" :uil# serice mo#els to ustif+ the ITIL implementations

#" Implement ITIL across the organi-ation

1'. Which are the missing Serice Operation processes from the following$

1. Inci#ent anagement

'. Pro%lem anagement

3. )ccess anagement

0. $

. $

a" 4ent management an# (e,uest /ulfillment

%" 4ent anagement an# Serice &es*

c" /acilities anagement an# 4ent anagement

#" Change anagement an# Serice Leel anagement

13. Which of the following i#entifies two Serice Portfolio components within the

Serice Lifec+cle$

a" (e,uirements Portfolio an# Serice Catalogue

%" Serice


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0. &ata #esign

a" 12 3 an# 0 onl+

%" 12 ' an# 3 onl+

c" )ll of the a%oe

#" '2 3 an# 0 onl+

1. :usiness #riers an# re,uirements for a new serice shoul# %e consi#ere# #uring$

a" (eiew of the router operating s+stem patches

%" (eiew of the current capa%ilities of IT serice #elier+

c" The Post Implementation (eiew !PI(" of a change

#" &ecommissioning legac+ serers

16. The :4ST #efinition of an eent is$

a" )n occurrence where a performance threshol# has %een e>cee#e# an# an agree#

Serice Leel has alrea#+ %een impacte#

%" )n occurrence that is significant for the management of the IT infrastructure or

#elier+ of serices

c" ) *nown s+stem #efect that generates multiple inci#ent reports

#" ) planne# meeting of customers an# IT staff to announce a new serice or

improement program

17. What #oes the Serice V mo#el represent$

a" ) strateg+ for the successful completion of all Serice anagement proects

%" The path to Serice &elier+ an# Serice Support for efficient an# effectie utili-ation

of resources

c" Leels of Configuration an# testing re,uire# to #elier a Serice Capa%ilit+

#" The %usiness perspectie as perceie# %+ the customer an# the user of serices

18. Technical anagement is NOT responsi%le for$a" aintenance of the technical infrastructure

%" &ocumenting an# maintaining the technical s*ills re,uire# to manage an# support the

IT infrastructure

c" &efining the Operational Leel )greements for the technical teams

#" &iagnosis of2 an# recoer+ from2 technical failures


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19. The following options are consi#ere# within which process$

1. :ig %ang s. Phase#

'. Push an# Pull

3. )utomate# s. anual

a" Inci#ent anagement%" (elease an# &eplo+ment anagement

c" Serice )sset an# Configuration anagement

#" Serice Catalogue anagement

';. Which of the following actiities is Serice Leel anagement responsi%le for$

a" &esign the configuration management s+stem from a %usiness perspectie

%" Create technolog+ metrics to align with customer nee#s

c" Create a customer facing serice catalogue#" Train serice #es* on how to #eal with customer complaints a%out serice

'1. When anal+-ing an outcome for creation of alue for customers2 what attri%utes of the

serice shoul# %e consi#ere#$

a" O%ecties2 etric2 &esire# outcome

%" :usiness O%ecties2 IT o%ecties2 Process metrics

c" &esire# outcome2 Supplier metrics2 IT o%ecties

#" People2 Pro#ucts2 Technolog+

''. Setting policies an# o%ecties is the primar+ concern of which of the following

elements of the Serice Lifec+cle$

a" Serice Strateg+

%" Serice Strateg+ an# Continual Serice Improement

c" Serice Strateg+2 Serice Transition an# Serice Operation

#" Serice Strateg+2 Serice &esign2 Serice Transition2 Serice Operation an# Continual

Serice Improement

'3. Which of the following :4ST #escri%es the purpose of 4ent anagement$

a" The a%ilit+ to #etect eents2 ma*e sense of them an# #etermine the appropriate control

action

%" The a%ilit+ to implement monitoring tools

c" The a%ilit+ to monitor an# control the actiities of technical staff


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#" The a%ilit+ to report on the successful #elier+ of serices %+ chec*ing the uptime of

infrastructure #eices

'0. Consi#er the following statements?1. CSI proi#es gui#ance on how to improe process efficienc+ an# effectieness

'. CSI proi#es gui#ance on how to improe serices

3. CSI proi#es gui#ance on the improement of all phases of the serice lifec+cle

0. CSI proi#es gui#ance on the measurement of processes an# serices

Which of the a%oe statements is CO((4CT$

a" 1 an# ' onl+

%" ' onl+

c" 12 ' an# 3 onl+

#" )ll of the a%oe

'. Which of the following statements are CO((4CT a%out /unctions$

1. The+ proi#e structure an# sta%ilit+ to organi-ations

'. The+ are self@containe# units with their own capa%ilities an# resources

3. The+ rel+ on processes for cross@functional coor#ination an# control

0. The+ are costlier to implement compare# to processes

a" 12 ' an# 3 onl+

%" 12 ' an# 0 onl+

c" )ll of the a%oe

#" None of the a%oe

'6. If an organi-ation is a%le to %ecome more proactie in its ITS processes2 what is

li*el+ to happen to support costs$

a" The+ are li*el+ to increase gra#uall+

%" The+ are li*el+ to increase #ramaticall+

c" The+ are li*el+ to gra#uall+ re#uce

#" The+ are li*el+ to re#uce initiall+ an# then gra#uall+ return to current leel

'7. Which of the following statements a%out Supplier anagement is INCO((4CT$

a" Supplier anagement negotiates internal an# e>ternal agreements to support the

#elier+ of serices

%" Supplier anagement ensures that suppliers meet %usiness e>pectations

c" Supplier anagement maintains information in a Supplier an# Contracts &ata%ase


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#" Supplier anagement shoul# %e inole# in all stages of the serice lifec+cle2 from

Strateg+ through &esign an# Transition to Operations an# Improement

'8. Which of the following :4ST #escri%es a Local Serice &es* structure$a" ) Serice &es* that also proi#es onsite technical support to its users

%" ) Serice &es* where anal+sts onl+ spea* one language

c" ) Serice &es* that is situate# in the same location as the users it seres

#" ) Serice &es* that coul# %e in an+ ph+sical location %ut uses telecommunications an#

IT s+stems to ma*e it appear that the+ are in the same location

'9. What is the role of the 4mergenc+ Change )#isor+ :oar# !4C):"$

a" To assist the Change anager in ensuring that no urgent changes are ma#e #uringparticularl+ olatile %usiness perio#s

%" To assist the Change anager in implementing emergenc+ changes

c" To assist the Change anager in ealuating emergenc+ changes an# to #eci#e whether

the change shoul# %e approe#

#" To assist the Change anager in spee#ing up the emergenc+ change process so that no

unaccepta%le #ela+s occur.

3;. Which of the following is a goo# use of a %aseline$

a" The #esire# en# state of a proect%" ) mar*er or starting point for later comparison

c" The current #es*top mo#els in use

#" The t+pe of testing to %e #one for a release

31. The main o%ectie of )aila%ilit+ anagement is$

a" To monitor an# report aaila%ilit+ of serices an# components

%" To ensure that all targets in Serice Leel )greements !SL)s" are met

c" To guarantee aaila%ilit+ leels for serices an# components#" To ensure that serice aaila%ilit+ matches or e>cee#s the agree# nee#s of the %usiness

3'. Operations Control refers to$

a" The managers of the Technical an# )pplications anagement functions

%" Oerseeing the e>ecution an# monitoring of IT operational eents an# actiities


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c" The tools use# to monitor an# #ispla+ the status of the IT Infrastructure an#

)pplications

#" The situation where the Serice &es* is re,uire# to monitor the status of the

infrastructure when Operators are not aaila%le

33. Which off the following is a characteristic of eer+ process$

1. It is measura%le

'. It is timel+

3. It #eliers a specific result

0. It respon#s to a specific eent

. It #eliers its primar+ result to a customer or sta*ehol#er

a" 12 '2 3 an# 0 onl+

%" 12 '2 0 an# onl+

c" 12 32 0 an# onl+#" )ll of the a%oe

30. Which of the following is NOT an e>ample of a Serice (e,uest$

a" ) user calls the Serice &es* to or#er a toner cartri#ge

%" ) user calls the Serice &es* %ecause the+ woul# li*e to change the functionalit+ of an

application

c" ) anager su%mits a re,uest for a new emplo+ee to %e gien access to an application

#" ) user logs onto an internal we%site to #ownloa# a license# cop+ of software from a

list of approe# options

3. ) Serice Leel Pac*age is %est #escri%e# as$

a" ) #efinite leel of utilit+ an# warrant+ associate# with a core serice pac*age

%" ) #escription of customer re,uirements use# to negotiate a Serice Leel )greement

c" ) #escription of the alue that the customer wants an# for which the+ are willing to

pa+

#" ) #ocument showing the Serice Leels achiee# #uring an agree# reporting perio#

36. Inci#ent anagement has a alue to the %usiness %+$

a" =elping to control infrastructure cost of a##ing new technolog+

%" 4na%ling users to resole Pro%lems

c" =elping to align people an# process for the #elier+ of serice

#" Contri%uting to the re#uction of impact


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37. ) Serice owner is responsi%le for which of the following$

a" (ecommen#ing improements

%" &esigning an# #ocumenting a Serice

c" Carr+ing out the Serice Operations actiities nee#e# to support a Serice#" Pro#ucing a %alance# scorecar# showing the oerall status of all Serices

38. The four stages of the &eming C+cle are$

a" Plan2 easure2 onitor2 (eport

%" Plan2 Chec*2 (e@)ct2 Implement

c" Plan2 &o2 )ct2 )u#it

#" Plan2 &o2 Chec*2 )ct

39. What is the CO((4CT or#er of the first four actiities in the 7 Step Improement

Process$

a" &efine what +ou shoul# measure2 #efine what +ou can measure2 gather #ata an#

process #ata

%" Aather #ata2 process #ata2 anal+-e #ata an# present #ata

c" What is the ision2 where are we now2 what #o we want to %e2 how #o we get there$

#" Aather #ata2 process #ata2 #efine what +ou shoul# measure an# #efine what +ou can

measure

0;. Which of the following statements is CO((4CT for all processes$

a" The+ #efine actiities2 roles2 responsi%ilities2 functions an# metrics

%" The+ create alue for sta*ehol#ers

c" The+ are carrie# out %+ a Serice Proi#er in support of a Customer

#" The+ are units of organi-ations responsi%le for specific outcomes

ore information a%out ITIL can %e o%taine#

athttp?BBen.wi*ipe#ia.orgBwi*iBInformationTechnolog+InfrastructureLi%rar+

If this has helpe#2 please &ON)T4D
http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Libraryhttp://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library


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Poste# %+ (ahul at '?33 P '10 comments

La%els? answers 2 #ump 2 #umps 2e>am 2 Itil 2paper 2 ,uestion 2 sample 2 3

/ree ITIL &umps 4>am Euestions Version@3 Paper '

/ree ITIL &umps 4>am Euestions Version@3 Paper '

1. The ITIL V3 core is %est #escri%e# as$

a" )n Operations Lifec+cle

%" )n IT anagement Lifec+cle

c" ) Serice Lifec+cle

#" )n Infrastructure Lifec+cle

'. Which aspect of Serice &esign is missing from the list %elow$

1. The #esign of serices

'. The #esign of Serice anagement s+stems an# tools

3. The #esign of technolog+ architecture an# management s+stems

0. The #esign of the processes re,uire#

. $

a" The #esign of /unctions

%" The #esign of Serice Leel )greements

c" The #esign of applications

#" The #esign of measurement s+stems2 metho#s an# metrics

3. Which of the following (oles is responsi%le for i#entif+ing opportunities for

improement$
http://itildumps.blogspot.com/2007/10/itil-v3-sample-paper-1.htmlhttp://www.blogger.com/comment.g?blogID=8520890372884410356&postID=6940132165718450480http://itildumps.blogspot.com/search/label/answershttp://itildumps.blogspot.com/search/label/dumphttp://itildumps.blogspot.com/search/label/dumpshttp://itildumps.blogspot.com/search/label/examhttp://itildumps.blogspot.com/search/label/examhttp://itildumps.blogspot.com/search/label/Itilhttp://itildumps.blogspot.com/search/label/paperhttp://itildumps.blogspot.com/search/label/questionhttp://itildumps.blogspot.com/search/label/samplehttp://itildumps.blogspot.com/search/label/v3http://itildumps.blogspot.com/2007/10/free-itil-dumps-exam-questions-version.htmlhttp://itildumps.blogspot.com/2007/10/itil-v3-sample-paper-1.htmlhttp://www.blogger.com/comment.g?blogID=8520890372884410356&postID=6940132165718450480http://itildumps.blogspot.com/search/label/answershttp://itildumps.blogspot.com/search/label/dumphttp://itildumps.blogspot.com/search/label/dumpshttp://itildumps.blogspot.com/search/label/examhttp://itildumps.blogspot.com/search/label/Itilhttp://itildumps.blogspot.com/search/label/paperhttp://itildumps.blogspot.com/search/label/questionhttp://itildumps.blogspot.com/search/label/samplehttp://itildumps.blogspot.com/search/label/v3http://itildumps.blogspot.com/2007/10/free-itil-dumps-exam-questions-version.html


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1. Serice Owner

'. Continual Serice Improement !CSI" anager

3. Process Owner

a" 1 an# ' onl+

%" 1 an# 3 onl+

c" )ll of the a%oe

#" ' an# 3 onl+

0. Learning an# improement is the primar+ concern of which of the following elements

of the Serice Lifec+cle$

a" Serice Strateg+2 Serice &esign2 Serice Transition2 Serice Operation an# ContinualSerice Improement

%" Serice Strateg+2 Serice Transition an# Serice Operation

c" Serice Operation an# Continual Serice Improement

#" Continual Serice Improement

. Which of the following is the most appropriate approach to carr+ing out Serice

Operations$

a" The internal IT iew is most important as Serice Operations has to monitor an#manage the infrastructure

%" Serice Operations shoul# maintain a %alance %etween an internal IT iew an# an

e>ternal %usiness iew

c" The e>ternal %usiness iew is most important as Serice Operations is the place where

alue is reali-e# an# the customer o%tains the %enefit of the serices

#" IT Operations #oes not ta*e an internal or e>ternal iew as the+ e>ecute processes

#efine# %+ Serice &esign

6. Which of the following statements a%out the Serice &es* are CO((4CT$

1. The Serice &es* is a function that proi#es a means of communication %etween IT

an# its users for all operational issues

'. The Serice &es* is alwa+s the owner of the Inci#ent anagement process


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a" ' onl+

%" 1 onl+

c" )ll of the a%oe

#" None of the a%oe

7. =ow #oes an organi-ation use (esources an# Capa%ilities in creating alue$

a" The+ are use# to create alue in the form of output for pro#uction management

%" The+ are use# to create alue in the form of goo#s an# serices

c" The+ are use# to create alue to the IT organi-ation for Serice Support#" The+ are use# to create alue to the IT organi-ation for Serice &elier+

8. In which core pu%lication can +ou fin# #etaile# #escriptions of the following$

1. Serice Portfolio anagement

'. &eman# anagement

3. /inancial anagement

a" Serice Operations

%" Serice Strateg+

c" Serice Transition

#" Continual Serice Improement

9. Which of the following statements :4ST #escri%es the role of Communication #uring

Serice Operation$a" Communication is #efine# as part of all processes an# is e>ecute# in Serice Operation

%" Communication is a separate process that nee#s to %e #efine# an# e>ecute# with

Serice Operation

c" Aoo# communication is essential for successful Serice Operation2 ust as it is for an+

other phase of the Lifec+cle


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0. To proi#e cost ustifia%le IT capacit+ that is matche# to the nee#s of the %usiness

a" 12 ' an# 3 onl+

%" )ll of the a%oe

c" 1 an# 3 onl+#" 12 3 an# 0 onl+

10. Which of the following ,uestions is NOT answere# %+ Serice Portfolio

anagement$

a" =ow shoul# our resources an# capa%ilities %e allocate#$

%" What opportunities are there in the mar*et$

c" Wh+ shoul# a customer %u+ these serices$

#" What are the pricing or charge%ac* mo#els$

1. Which of the following statements are NOT inclu#e# in )ccess anagement$

1. Verif+ing the i#entit+ of users re,uesting access to serices

'. Setting the rights or priileges of s+stems to allow access to authori-e# users

3. &efining securit+ policies for s+stem access0. onitoring the aaila%ilit+ of s+stems that users shoul# hae access to

a" 3 an# 0 onl+

%" 1 an# 3 onl+

c" ' an# 3 onl+

#" 1 an# ' onl+

16. )pplication anagement is NOT responsi%le for$

a" &ocumenting an# maintaining the technical s*ills re,uire# to manage an# support

)pplications

%" anaging applications through their lifec+cle

c" )ssisting in the #ecision to %uil# or %u+ new software

#" &eeloping operational functionalit+ re,uire# %+ the %usiness


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17. If something cannot %e measure#2 it shoul# not %e #ocumente# within which of the

following$a" The Alossar+ of Terms

%" ) Serice Leel )greement

c" )n Inci#ent anagement recor#

#" ) Configuration Item !CI"

18. What is the purpose of the (e,uest /ulfillment Process$

a" &ealing with Serice (e,uests from the users

%" a*ing sure all re,uests within an IT Organi-ation is fulfille#

c" 4nsuring fulfillment of Change (e,uests

#" a*ing sure the Serice Leel )greement is met

19. Which of the following areas woul# technolog+ help to support #uring the Serice

Transition phase of the lifec+cle$

1. &ata mining an# wor*flow tools

'. easurement an# reporting s+stems

3. (elease an# &eplo+ment technolog+

0. Process &esign

a" 12 ' an# 3 onl+

%" 12 3 an# 0 onl+c" '2 3 an# 0 onl+

#" )ll of the a%oe

';. Which of the following statements is CO((4CT a%out Fgoo# practice5$


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a" It can %e use# to #rie an organi-ation forwar#

%" It is something that is in wi#e in#ustr+ use

c" It is alwa+s #ocumente# in international stan#ar#s

#" It is alwa+s %ase# on ITIL

'1. Consi#er the following statements?

1. ) Process shoul# %e tracea%le to a specific trigger

'. ) characteristic of the GProcessH is that it is performance #rien an# a%le to %e

measure#

Which of the a%oe statements are CO((4CT$

a" 1 onl+%" )ll of the a%oe

c" None of the a%oe

#" ' onl+

''. GWarrant+ of a sericeH means which of the following$

a" The serice is fit for purpose%" There will %e no failures in applications an# infrastructure associate# with the serice

c" )ll serice@relate# pro%lems are fi>e# free of charge for a certain perio# of time

#" Customers are assure# of certain leels of aaila%ilit+2 capacit+2 continuit+ an# securit+

'3. The o%ectie of Serice )sset an# Configuration anagement is most accuratel+

#escri%e# as$

a" To un#erstan# the performance characteristics of assets an# Configuration Items !CIs"in or#er to ma>imi-e their contri%ution to serice leels

%" To manage serice assets an# CIs from an operational perspectie

c" To ensure that assets an# CIs #elier the %usiness outcomes the+ were #esigne# to

achiee

#" To #efine an# control the components of serices an# infrastructure an# maintain

accurate configuration recor#s


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'0. ) Serice Catalogue shoul# contain which of the following$

a" The ersion information of all software

%" The organi-ational structure of the compan+c" )sset information

#" &etails of all operational serices

'. /acilities anagement refers to$

a" The anagement of IT serices that are iewe# as GutilitiesH2 such as printers or

networ* access

%" The anagement of an outsourcing contractc" The anagement of the ph+sical IT enironment2 such as a &ata Center

#" The procurement an# maintenance of tools that are use# %+ IT operations staff to

maintain the infrastructure

'6. When planning an# implementing a Continual Serice Improement !CSI" initiatie2

which of the following %enefits is L4)ST useful in supporting a %usiness case$

a" (e#uce technolog+ inestment %+ m #ue to more accurate capacit+ an# performance

mo#eling processes%" (e#uce support manpower #eman# %+ 3;J #ue to automate# inci#ent an# pro%lem

management processes

c" Improe emplo+ee morale an# therefore create %etter relationships %etween IT an#

%usiness units

#" (e#uce Pro%lem resolution %+ ;J an# minimi-e critical s+stem outages

'7. Which of the following woul# NOT %e store# in the &efinitie e#ia Li%rar+

!&L"$

a" aster copies of software

%" :ac*ups of application #ata


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c" Software licenses

#" aster copies of controlle# #ocumentation

'8. The o%ectie of the Change anagement process is most accuratel+ #escri%e# as$

a" 4nsuring that all changes are recor#e#2 manage#2 teste# an# implemente# in a

controlle# manner

%" 4nsuring that changes to IT infrastructure are manage# efficientl+ an# effectiel+

c" 4nsuring that all changes hae appropriate %ac*@out plans in the eent of failure

#" Protecting serices %+ not allowing changes to %e ma#e

'9. /unctions are %est #escri%e# as$

a" Without their own %o#+ of *nowle#ge

%" Close# loop s+stems

c" Self@Containe# units of organi-ations

#" /ocusing on transformation to a goal

3;. What is the %est #efinition of an Inci#ent o#el$

a" The template use# to #efine the Inci#ent logging form use# to report Inci#ents

%" ) t+pe of Inci#ent inoling a stan#ar# !or mo#el" t+pe of Configuration Item !CI"

c" ) set of pre@#efine# steps to %e followe# when #ealing with a *nown t+pe of Inci#ent

#" )n Inci#ent that is eas+ to sole

31. Which of the following statements CO((4CTLK #efines Insourcing an# Outsourcing

#elier+ mo#el options$

a" Insourcing relies on internal resources outsourcing relies on e>ternal organi-ation!s"

resources


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%" Insourcing relies on e>ternal organi-ation!s" resources outsourcing relies on internal

resources

c" Insourcing relies on co@sourcing outsourcing relies on partnerships

#" Insourcing relies on *nowle#ge process outsourcing outsourcing relies on applicationserice proisioning

3'. Wh+ shoul# monitoring an# measuring %e use# when tr+ing to improe serices$

a" To ali#ate2 #irect2 ustif+ an# interene

%" To ali#ate2 measure2 monitor an# changec" To ali#ate2 plan2 act an# improe

#" To ali#ate2 assign resources2 purchase technolog+ an# train people

33. ) %enefit of using Serice &esign tools is$

a" To help ensure that stan#ar#s an# conentions are followe#

%" To help ensure that eents are #etecte# as ,uic*l+ as possi%lec" To help ena%le #ifferent applications to wor* together

#" To help implement architectures that support the %usiness strateg+

30. Which of the following is the CO((4CT #escription of the /our P5s of Serice

&esign$

a" ) four step process for the #esign of effectie Serice anagement

%" ) #efinition of the people an# pro#ucts re,uire# for successful #esignc" ) set of ,uestions that shoul# %e as*e# when reiewing #esign specifications

#" The four maor areas that nee# to %e consi#ere# in the #esign of effectie Serice

anagement


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3. Consi#er the following statements?

1. Serice Transition proi#es gui#ance on moing new an# change# serices into

pro#uction

'. Serice Transition proi#es gui#ance on testing

3. Serice Transition proi#es gui#ance on the transfer of serices to or from an e>ternal

serice proi#erWhich of the a%oe statements is CO((4CT$

a" 1 an# ' onl+

%" 1 onl+

c" )ll of the a%oe

#" 1 an# 3 onl+

36. Which is the first actiit+ of the Continual Serice Improement !CSI" mo#el$

a" )ssess the current %usiness situation

%" Mn#erstan# high@leel %usiness re,uirements

c" )gree on priorities for improement

#" Create an# erif+ a plan

37. )n Inci#ent occurs when?

1. ) user is una%le to access a serice #uring serice hours

'. )n authori-e# IT staff mem%er is una%le to access a serice #uring serice hours

3. ) re#un#ant networ* segment fails2 an# the user is not aware of an+ #isruption to

serice

0. ) user contacts the Serice &es* a%out slow performance of an application

Which of the a%oe statements is CO((4CT$

a" )ll of the a%oe

%" 1 an# 0 onl+

c" ' an# 3 onl+

#" None of the a%oe


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38. Which process reiews Operational Leel )greements !OL)s" on a regular %asis$

a" Supplier anagement

%" Serice Leel anagement

c" Serice Portfolio anagement

#" Contract anagement

39. The 7 Step Improement Process can most accuratel+ %e #escri%e# as$

a" The Seen P5s of Continual Serice Improement !CSI"

%" ) serice improement metho#olog+ %ase# on the &eming C+cle

c" ) set of roles an# responsi%ilities for managing serice improements#" ) process for #efining what is to %e measure#2 gathering the #ata2 processing the #ata

an# using it to ta*e correctie action

0;. The Information Securit+ Polic+ shoul# %e aaila%le to which groups of people$

a" Senior %usiness managers an# all IT staff

%" Senior %usiness managers2 IT e>ecuties an# the Securit+ anager

c" )ll customers2 users an# IT staff

#" Information Securit+ anagement staff onl+

)nswers to ITIL V3 Sample Paper '?

;1. c. ;'. #. ;3. c ;0. #. ;. %. ;6. #. ;7. %. ;8. %. ;9. c. 1;. #.

11. %. 1'. #. 13. a. 10. %. 1. a. 16. #. 17. %. 18. a. 19. a. ';. %.

'1. %. ''. #. '3. #. '0. #. '. c. '6. c. '7. %. '8. a. '9. c. 3;. c

31. a. 3'. a. 33. a. 30. #. 3. c. 36. %. 37. a. 38. %. 39. #. 0;. c.


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ITIL &umps Practice Paper 3

ITIL &umps Practice Paper 3

1. Which of the following %est means Com%ination of Internal 4>ternal Sourcing$). Internal Sourcing@.

:. 4>ternal Sourcing

C. Co@Sourcing

&. anage# Serices

'. aor Inci#ents re,uire$

). Separate proce#ures

:. Less urgenc+

C. Longer timescales

&. Less #ocumentation

3. Which of the following C)NNOT %e store# an# manage# %+ a tool$

).


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multiple times to Implement Continual improement

6. Consi#er the following statements?

1. GProcessesH shoul# %e implemente# in such a wa+ that the G(oleH an# G/unctionH in an

organi-ation are #efine#'. The ()CI mo#el Is %eneficial to #esign /unctionH

Which of the a%oe statements are CO((4CT$

). 1 Onl+

:. :oth of the a%oe

C. Neither of the a%oe

&. ' onl+

7. Which of the following is the process rather than a #epartment$). )pplication anagement

:. Operations anagement

C. Serice &es*

&. )aila%ilit+ anagement

8. Which of the following statements full+ #escri%es the aim of (elease an# &eplo+ment

anagement$

). To %uil#2 test an# #elier the capa%ilit+ to proi#e the serices specifie# %+ Serice

&esign an# that will accomplish the sta*ehol#ers5 re,uirements an# #elier the Inten#e#

o%ecties:. To ensure that each release pac*age specifie# %+ Serice &esign consists of a set of

relate# assets an# serice components that are compati%le with each other

C. To ensure that all release an# #eplo+ment pac*ages can %e trac*e#2 installe#2 teste#2

erifie#2 an#Bor uninstalle# or %ac*e# out if appropriate

&. To recor# an# manage #eiations2 ris*s2 an# issues relate# to the new or change#

serice

9. Which of the following ma+ %e #efine# in a process$

1. (oles'. )ctiities

3. /unctions

0. Aui#elines

. Stan#ar#s

6. Aoernance /ramewor*

). 12 '2 3 an# onl+


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:. )ll of the a%oe

C. 1. '2 an# 6 onl+

&. 12 '2 02 an# onl+

1;. ) Serice Proi#er is$). )n organi-ation suppl+ing serices to one or more e>ternal customers

:. )n organi-ation suppl+ing serices to one or more internal customers or e>ternal

customers

C. )n organi-ation suppl+ing serices to one or more internal customers

&. )n organi-ation suppl+ing IT serices

11. Which ITIL process has the o%ectie of helping to monitor the IT serices %+

maintaining a logical mo#el of the IT infrastructure an# IT serices$

). Capacit+ anagement:. Change anagement

C. Configuration anagement

&. /inancial anagement for IT serices

1'. The &esign anager Is responsi%le for the oerall coor#ination an# #eplo+ment of

,ualit+ solution #esigns for serices an# processes. Which of the following are NOT

responsi%ilities inclu#e# In this role$

). Pro#uce an# maintain all necessar+ Serice Transition Pac*ages

:. Pro#uce ,ualit+2 secure an# resilient #esigns for new or improe# serices2 technolog+

architecture2 processes or measurement s+stems that meet all the agree# current an#future IT re,uirements of the organi-ation

C. Ta*e the oerall Serice Strategies an# ensure the+ are reflecte# in the Serice &esign

process an# the serice #esigns that are pro#uce#

&. easuring the effectieness an# efficienc+ of the Serice &esign an# supporting

processes

13. Of which ITIL process are (elia%ilit+2 Sericea%ilit+ an# aintaina%ilit+

components$

). IT Serice Continuit+ anagement:. Serice Leel anagement

C. Pro%lem anagement

&. )aila%ilit+ anagement

10. Which of the following statements is true a%out )ccess anagement$

). The Process responsi%le for allowing Msers to ma*e use of IT Serices2 #ata2 or other


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)ssets.

:. )ccess anagement helps to protect the Confi#entialit+2 Integrit+ an# )aila%ilit+ of

)ssets %+ ensuring that onl+ authori-e# Msers are a%le to access or mo#if+ the )ssets.

C. )ccess anagement is sometimes referre# to as (ights anagement or I#entit+

anagement.

&. )ll of a%oe

1. What aspects woul# +ou not e>pect to see in a Serice Leel report #esigne# for the

customer$

). The aerage utili-ation leel of the Serice &es*

:. The leel of aaila%ilit+ reali-e# an# the time not aaila%le per perio#

C. The percentage of inci#ents that was resole# within the target

&. The successful an# reerte# Changes #uring a specific perio#

16. )aila%ilit+ anagement is responsi%le for aaila%ilit+ of$

). Serices an# (esources

:. Serices an# :usiness Processes

C. (esources an# :usiness Processes

&. Serices2 (esources an# :usiness Processes

17. What is the #ifference %etween a process an# a proect$

). ) process is continuous an# has no en# #ate2 whereas a proect has a finite lifespan.

:. ) proect is continuous an# has no en# #ate2 whereas a process has a finite lifespan.

C. ) process stops when the o%ectie has %een achiee#2 whereas a proect #oes not stopwhen the o%ectie is met.

&. In a proect the focus is not on the result2 whereas with a process the result is

important

18. Which of the following is the correct set of steps for the Continual Serice

improement !CSI" o#el$

). &eise a strateg+ &esign the solution Transition into pro#uction Operate the

Solution continuall+ improe

:. Where #o we want to %e$ =ow #o we get there$ =ow #o we chec* we arrie# =ow#o we *eep the momentum going$

C. i#entifies the re,uire# %usiness outcomes Plan how to achiee the outcomes

Implement the plan Chec* the plan has %een properl+ implemente# improe the solution

&. What is the ision$ Where are we now$ Where #o we want to %e$ =ow #o we get

there$ &i# we get there$ =ow #o we *eep the momentum going$


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19. What is the meaning of the term Sericea%ilit+$

). The #egree of aaila%ilit+ of the IT serices that can %e offere#

:. The #egree of support that the Serice &es* proi#es to the customer

C. The #egree to which the proision of IT serices can %e supporte# %+ maintenance

contracts

&. The #egree to which the serices agree# in the Serice Leel )greement !SL)" arecomplie# with

';. ) user reports a PC pro%lem to the Serice &es*. ) Serice &es* representatie

#etermines that the PC is #efectie an# in#icates that accor#ing to the serices catalogue2

the PC will %e replace# within three hours. Which ITIL process is responsi%le for haing

this users PC replace# within three hours$

). )aila%ilit+ anagement

:. Change anagement

C. Configuration anagement&. Serice Leel anagement

'1. Which of the following statements is CO((4CT$

) The Configuration anagement S+stem !CS" is part of the


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'0. Where are actiities #ocumente# with the aim of improing an IT serice$

). Serice Catalogue

:. Serice Improement Program

C. Serice Leel )greement !SL)"

&. Serice Eualit+ Plan !SEP"

'. Changes are #ii#e# into categories.

What criterion #efines a categor+ for a change$

). The conse,uences of the change such as limite#2 su%stantial2 significant2 etc.

:. The spee# with which the change is ma#e

C. The se,uence in which the change is ma#e

&. The (e,uest for Change num%er that the change is assigne#

'6. In IT Serice Continuit+ anagement arious precautionar+ measures are ta*en2 fore>ample using an emergenc+ power proision.

Which of the following ITIL processes coul# also initiate this *in# of measure$

). )aila%ilit+ anagement

:. Capacit+ management

C. Change anagement

&. Inci#ent anagement

'7. What is a re,uest to replace something within the IT infrastructure calle#$

). (eplacement (e,uest

:. (e,uest for ChangeC. (e,uest for (elease

&. Serice (e,uest

'8. Which ITIL process manager re,uires a report specif+ing the #uration of an

interruption of a Configuration Item$

). )aila%ilit+ anager

:. Inci#ent anager

C. Pro%lem anager

&. Serice Leel anager

'9. Which of the following steps from the continual improement o#el is missing$

1. What Is the ision$

'. Where are we now$

3. Where #o we want to %e$

0. =ow #o we get there$


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. &i# we get there$

6.$

). What is the (OI

:. =ow much #i# it cost.

C. =ow #o we *eep the momentum going.&. What is the VOI$

3;. Which of the following %est #escri%es the goal of Information Securit+ anagement

Process$

). To align IT securit+ with %usiness securit+ an# ensure that information securit+ is

effectiel+ manage# in all serice an# Serice anagement actiities5.

:. To ensure that that the information securit+ ris*s are appropriatel+ manage# an#

enterprise information resources are use# responsi%l+.

C. To proi#e a focus for all aspects of IT securit+ an# manage all IT securit+ actiities.&. To proi#e the strategic #irection for securit+ actiities an# ensures o%ecties are

achiee#

31. Which of the following statements a%out Supplier an# Contract &ata%ase !SC&" are

correct$

1. ) #ata%ase or structure# &ocument use# to manage Supplier Contracts throughout their

Lifec+cle.

'. The SC& contains *e+ )ttri%utes of all Contracts with Suppliers

3. Its neer part of the Serice


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33. What #oes ean Time to (epair !TT(" mean$

). )erage uptime of a serice

:. )erage #owntime of a serice

C. )erage time %etween two consecutie inci#ents

&. )erage time of the %rea*#own@free perio# within a measure# perio#

30. Which of the following statements is true a%out the term 4ent$

). ) change of state which has significance for the management of a Configuration Item

or IT serice.

:. The term 4ent is also use# to mean an )lert or notification create# %+ an+ IT Serice2

configuration Item or onitoring tool.

C. 4ents t+picall+ re,uire IT Operations personnel to ta*e actions2 an# often lea# to

Inci#ents %eing logge#

&. )ll of a%oe

3. Which of the following is the %est #escription of the contents of the &efinitie e#ia

Li%rar+ !&L"$

). Copies of all software ersions that are nee#e#

:. Copies of all lie software programs

C. )uthori-e# ersions of all software use# on the infrastructure

&. Software awaiting user acceptance testing

36. )pplication Portfolio1. ) #ata%ase or structure# &ocument use# to manage )pplications throughout their

Lifec+cle.

'. The )pplication Portfolio contains *e+ )ttri%utes of all )pplications.

3. The )pplication Portfolio is sometimes implemente# as part of the Serice Portfolio2 or

as part of the Configuration anagement S+stem.

Which of the a%oe statements is correct$

). 1 onl+

:. ' 3onl+

C. )ll of a%oe&. 1 ' onl+

37. Which of the following %est #escri%es /ault Tolerance$

). The a%ilit+ of an IT Serice or Configuration Item to continue to operate correctl+

after /ailure of a Component part.

:. The a%ilit+ of a thir#@part+ supplier to meet the terms of their contract. Often this


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contract will inclu#e agree# leels of aaila%ilit+2 relia%ilit+ an#Bor maintaina%ilit+ for a

supporting serice or component.

C. ) measure of how ,uic*l+ an# effectiel+ a serice2 component or CI can %e restore#

to normal wor*ing after a failure.

&. ) measure of how long a serice2 component or CI can perform its agree# function

without interruption

38. Which of the following ,uestions is NOT answere# %+ Capacit+ Plan$

). Capacit+ /orecasts

:. (ecommen#ations

C. Components an# resource forecasts

&. Countermeasures for ris*s

39. =ow can an organi-ation #etermine the effectieness of the Serice Leel

anagement process$

). :+ chec*ing contracts with suppliers

:. :+ measuring customer satisfaction

C. :+ #efining serice leels

&. :+ reporting on all inci#ents

0;. What is the first actiit+ when implementing a release$

). &esigning an# %uil#ing a release

:. Testing a releaseC. Compiling the release sche#ule

&. Communicating an# preparing the release

Documents

ITIL Questions and Answers