ITIL v3 exam prep

40 Questions I 168 Attempts I Created By rinar 930 days ago

_{This ITIL v3 exam prep consists of 40 questions. You must answer 26 questions correctly or achieve a 65% in order to pass the exam. At the end you will receive a pass/ fail result.}_{You have 1hr 30 minutes to complete the exam. Once you complete the exam, your account manager wilI receive your results via email.}^{Good luck!}

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Q.1)	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

Q.2)	Which of the following Roles is responsible for identifying opportunities for improvement? 1. Service Owner 2. Continual Service Improvement (CSI) Manager 3. Process Owner

A.	1 and 2 only

B.	1 and 3 only

C.	All of the above

D.	2 and 3 only

Q.3)	Which of the following Roles is responsible for identifying opportunities for improvement? 1. Service Owner 2. Continual Service Improvement (CSI) Manager 3. Process Owner

A.	1 and 2 only

B.	1 and 3 only

C.	All of the above

D.	2 and 3 only

Q.4)	Which of the following steps from the continual improvement Model is missing? 1. What Is the vision? 2. Where are we now? 3. Where do we want to be? 4. How do we get there? 5. Did we get there? 6.?

A.	What is the ROI?

B.	How much did it cost?

C.	How do we keep the momentum going?

D.	What is the VOI?

Q.5)	Learning and improvement is the primary concern of which of the following elements of the Service Lifecycle?

A.	Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement

B.	Service Strategy, Service Transition and Service Operation

C.	Service Operation and Continual Service Improvement

D.	Continual Service Improvement

Q.6)	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

Q.7)	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

Q.8)	Which of the following is NOT a step in the Continual Service Improvement (CSI) model?

A.	What is the vision?

B.	Did we get there?

C.	Is there budget?

D.	Where are we now?

Q.9)	Which of the following is NOT a step in the Continual Service Improvement (CSI) model?

A.	What is the vision?

B.	Did we get there?

C.	Is there budget?

D.	Where are we now?

Q.10)	Which of the following best means Combination of Internal & External Sourcing?

A.	Internal Sourcing

B.	External Sourcing

C.	Co-Sourcing

D.	Managed Services

Q.11)	Which of the following best means Combination of Internal & External Sourcing?

A.	Internal Sourcing

B.	External Sourcing

C.	Co-Sourcing

D.	Managed Services

Q.12)	Which ITIL process manager requires a report specifying the duration of an interruption of a Configuration Item?

A.	Availability Manager

B.	Incident Manager

C.	Problem Manager

D.	Service Level Manager

Q.13)	Major Incidents require?

A.	Separate procedures

B.	Less urgency

C.	Longer timescales

D.	Less documentation

Q.14)	Which of the following CANNOT be stored and managed by a tool?

Knowledge

B.	Information

Wisdom

Data

Q.15)	What is the first activity when implementing a release?

A.	Designing and building a release

B.	Testing a release

C.	Compiling the release schedule

D.	Communicating and preparing the release

Q.16)	The spell check module of a word-processing software package contains a number of errors. The Development department has corrected these errors in a new version. Which process is responsible for ensuring this updated version is tested?

A.	Configuration Management

B.	Incident Management

C.	Problem Management

D.	Release Management

Q.17)	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.	There should be a single Plan and Do, and then Check and Act should be carried out multiple times to Implement Continual Improvement

B.	Each stage should be carried out once in the order Plan-Do-Check-Act

C.	The entire cycle should be repeated multiple times to Implement Continual Improvement

D.	There should be a single %n. then the Do-Check-Act cycle should be repeated multiple times to Implement Continual improvement

Q.18)	A Service Provider is?

A.	A. An organization supplying services to one or more external customers

B.	B. An organization supplying services to one or more internal customers or external customers

C.	C. An organization supplying services to one or more internal customers

D.	D. An organization supplying IT services

Q.19)	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.	Capacity Management

B.	Change Management

C.	Configuration Management

D.	Financial Management for IT services

Q.20)	Of which ITIL process are Reliability, Serviceability and Maintainability components?

A.	IT Service Continuity Management

B.	Service Level Management

C.	Problem Management

D.	Availability Management

Q.21)	Which of the following statements is true about Access Management?

A.	The Process responsible for allowing Users to make use of IT Services, data, or other Assets.

B.	Access Management helps to protect the Confidentiality, Integrity and Availability of Assets by ensuring that only authorized Users are able to access or modify the Assets.

C.	Access Management is sometimes referred to as Rights Management or Identity Management.

D.	All of above

Q.22)	Availability Management is responsible for availability of?

A.	Services and Resources

B.	Services and Business Processes

C.	Resources and Business Processes

D.	Services, Resources and Business Processes

Q.23)	What is the difference between a process and a project?

A.	A process is continuous and has no end date, whereas a project has a finite lifespan.

B.	A project is continuous and has no end date, whereas a process has a finite lifespan.

C.	A process stops when the objective has been achieved, whereas a project does not stop when the objective is met.

D.	In a project the focus is not on the result, whereas with a process the result is important

Q.24)	Which of the following is the correct set of steps for the Continual Service improvement (CSI) Model?

A.	Devise a strategy; Design the solution; Transition into production; Operate the Solution; continually improve

B.	Where do we want to be?; How do we get there?; How do we check we arrived; How do we keep the momentum going?

C.	Identifies the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the plan has been properly implemented; improve the solution

D.	What is the vision?; Where are we now?; Where do we want to be?; How do we get there?; Did we get there?; How do we keep the momentum going?

Q.25)	What is the meaning of the term Serviceability?

A.	The degree of availability of the IT services that can be offered

B.	The degree of support that the Service Desk provides to the customer

C.	The degree to which the provision of IT services can be supported by maintenance contracts

D.	The degree to which the services agreed in the Service Level Agreement (SLA) are complied with

Q.26)	A user reports a PC problem to the Service Desk. A Service Desk representative determines that the PC is defective and indicates that according to the services catalogue, the PC will be replaced within three hours. Which ITIL process is responsible for having this user's PC replaced within three hours?

A.	Availability Management

B.	Change Management

C.	Configuration Management

D.	Service Level Management

Q.27)	Which of the following statements is CORRECT?

A.	The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)

B.	The Service Knowledge Management System (SKMS) is part of the CMS

C.	The KEDB and the CMS form part of the larger SKMS

D.	The CMS is partof the Configuration Management Data Base (CMDB)

Q.28)	Information is regularly exchanged between Problem Management and Change Management. What information is this?

A.	Known Errors from Problem Management, on the basis of which Change Management can generate Requests for Change (RFCs)

B.	RFCs resulting from Known Errors

C.	RFCs from the users that Problem Management passes on to Change Management

D.	RFCs from the Service Desk that Problem Management passes on to Change Management

Q.29)	Which form of outsourcing provides domain based business expertise?

A.	Application Service Provision

B.	Business Process Outsourcing

C.	Knowledge Process Outsourcing

D.	Co-Sourcing

Q.30)	Where are activities documented with the aim of improving an IT service?

A.	Service Catalogue

B.	Service Improvement Program

C.	Service Level Agreement (SLA)

D.	Service Quality Plan (SQP)

Q.31)	In IT Service Continuity Management various precautionary measures are taken, for example using an emergency power provision. Which of the following ITIL processes could also initiate this kind of measure?

A.	Availability Management

B.	Capacity Management

C.	Change Management

D.	Incident Management

Q.32)	What is a request to replace something within the IT infrastructure called?

A.	Replacement Request

B.	Request for Change

C.	Request for Release

D.	Service Request

Q.33)	Which of the following will complete the Four P's of Service Design? 1. Perspectives 2. Positioning 3. Plan 4. ???

People

Product

Patterns

Partners

Q.34)	What does Mean Time to Repair (MTTR) mean?

A.	Average uptime of a service

B.	Average downtime of a service

C.	Average time between two consecutive incidents

D.	Average time of the breakdown-free period within a measured period

Q.35)	Which of the following is the best description of the contents of the Definitive Media Library (DML)?

A.	Copies of all software versions that are needed

B.	Copies of all live software programs

C.	Authorized versions of all software used on the infrastructure

D.	Software awaiting user acceptance testing

Q.36)	Which of the following questions is NOT answered by Capacity Plan?

A.	Capacity Forecasts

B.	Recommendations

C.	Components and resource forecasts

D.	Countermeasures for risks

Q.37)	How can an organization determine the effectiveness of the Service Level Management process?

A.	By checking contracts with suppliers

B.	By measuring customer satisfaction

C.	By defining service levels

D.	By reporting on all incidents

Q.38)	What is the first activity when implementing a release?

A.	Designing and building a release

B.	Testing a release

C.	Compiling the release schedule

D.	Communicating and preparing the release

Q.39)	What is the first activity when implementing a release?

A.	Designing and building a release

B.	Testing a release

C.	Compiling the release schedule

D.	Communicating and preparing the release

Q.40)	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

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