ITIL V3 Certification - Introduction

1.

How many core books does ITIL V3 have?

A.

Ten
B.

Eight
C.

Five
D.

Four
E.

Two

Correct Answer
C. Five

Explanation
ITIL V3 has five core books. These books cover various aspects of IT service management, including service strategy, service design, service transition, service operation, and continual service improvement. Each book provides detailed guidance and best practices for managing IT services effectively.

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2.

Which of them are ITIL V3 books?

A.

Incident Management, Problem Management, Change Management, Configuration Management and Release Management;
B.

Service Level Management, Availability Management, Capacity Management, IT Service Continuity Management and Financial Management;
C.

Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement;
D.

Incident Management, Problem Management, Change Management, Service Strategy and Service Design;
E.

Service Strategy, Service Design, Service Transition, Configuration Management and Release Management;

Correct Answer
C. Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement;

Explanation
The correct answer is "Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement." These are the five core books of ITIL V3, which cover the various stages and aspects of IT service management. Each book focuses on a specific phase of the ITIL lifecycle and provides guidance on best practices for that stage. Service Strategy helps organizations develop their service management strategy, Service Design focuses on designing effective IT services, Service Transition covers the transition of services into the live environment, Service Operation deals with the day-to-day operation of services, and Continual Service Improvement focuses on continuously improving service quality.

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3.

The UK's Office of Government Commerce (OGC) has documented a set of processes and procedures for the delivery and support of high quality IT services that are designed and managed to meet the needs of an organization. These processes and procedures are referred to as the Information Technology Infrastructure Library (ITIL). As of version 3, ITIL comprises ten core books.

A.

True
B.

False

Correct Answer
B. False

Explanation
The statement is false because as of version 3, ITIL comprises five core books, not ten.

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4.

The UK's Office of Government Commerce (OGC) has documented a set of processes and procedures for the delivery and support of high quality IT services that are designed and managed to meet the needs of an organization. These processes and procedures are referred to as the Information Technology Infrastructure Library (ITIL). As of version 3, ITIL comprises five core books.

A.

True
B.

False

Correct Answer
A. True

Explanation
The statement is true. The UK's Office of Government Commerce (OGC) has indeed documented a set of processes and procedures known as the Information Technology Infrastructure Library (ITIL). ITIL is designed to ensure the delivery and support of high-quality IT services that meet the needs of an organization. As of version 3, ITIL consists of five core books.

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5.

Which of the following options are goals of IT Service Managent? (choose four)

A.

Clear view of IT capability;
B.

Understanding of customer needs;
C.

Professional approach and processes;
D.

Focus on business value through quality and availability of services
E.

Server Virtualization

Correct Answer(s)
A. Clear view of IT capability;
B. Understanding of customer needs;
C. Professional approach and processes;
D. Focus on business value through quality and availability of services

Explanation
The goals of IT Service Management include having a clear view of IT capability, understanding customer needs, implementing a professional approach and processes, and focusing on business value through quality and availability of services. These goals aim to ensure that IT services are aligned with the needs of the organization and deliver value to the business. Server virtualization, although a useful technology, is not listed as one of the goals of IT Service Management.

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6.

Which of the following options are goals of IT Service Managent? (choose four)

A.

Enhanced customer satisfaction
B.

More motivated IT staff
C.

Increased profitability
D.

Technology refresh based on new features
E.

Focus on business value through quality and availability of services

Correct Answer(s)
A. Enhanced customer satisfaction
B. More motivated IT staff
C. Increased profitability
E. Focus on business value through quality and availability of services

Explanation
The goals of IT Service Management include enhancing customer satisfaction by providing high-quality services that meet their needs and expectations. It also aims to motivate IT staff by providing them with opportunities for growth and development. Increased profitability is another goal, as IT services should contribute to the overall success and financial stability of the organization. Lastly, focusing on business value through quality and availability of services ensures that IT services align with the strategic objectives and priorities of the business.

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