ITIL V3 Exam- Site Closing Study Course
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What is the primary objective of Service Management?
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To monitor and produce reports on delivery against the SLA.
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To ensure consistency and integration in all IT activities and processes.
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To ensure hat the IT services are aligned to the business needs and actively support them.
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To determine who services should be offered to.
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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 90 minutes to complete the exam. Once you complete the exam, your account manager wilI receive your results via email.
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Quiz Preview
- 2.
What does SKMS stands for?
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Software Key Management Solution
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Service Knowledge Management System
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Service Key Management System
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Strategic Knowledge Maintenance System
Correct Answer
A. Service Knowledge Management SystemExplanation
The correct answer is Service Knowledge Management System. SKMS is a system that helps organizations manage and store knowledge related to their services. It allows for the efficient sharing and retrieval of information, enabling better decision-making and problem-solving. This system helps to improve the overall service quality and customer satisfaction by ensuring that the right knowledge is available to the right people at the right time.Rate this question:
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- 3.
What does Continual Service Improvement identify?
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Opportunities for the improvement of weaknesses or failures anywhere within any of the lifecycle stages.
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Opportunities to improve IT Financial Management.
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Opportunities for improving the Service Catalogue.
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The necessary process required for Risk Management.
Correct Answer
A. Opportunities for the improvement of weaknesses or failures anywhere within any of the lifecycle stages.Explanation
Continual Service Improvement (CSI) is a practice within IT Service Management that aims to identify and address areas for improvement in the IT services provided. It focuses on identifying weaknesses or failures within any stage of the service lifecycle, including design, transition, operation, and improvement. By identifying these opportunities, organizations can make necessary changes to enhance the quality and efficiency of their services. This aligns with the concept of continuous improvement, where organizations strive to constantly enhance their processes and deliver better value to their customers.Rate this question:
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- 4.
Who does a service provider delivers service to?
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One specific business unit
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Multiple business units
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External business’s
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All of the above
Correct Answer
A. All of the aboveExplanation
A service provider delivers service to all of the above options, which include one specific business unit, multiple business units, and external businesses. This means that the service provider can cater to the needs of a single business unit, serve multiple business units within an organization, or provide services to external businesses outside of the organization.Rate this question:
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- 5.
Service Strategy involves a clear understanding of;1) who the services should be offered to.2) how the internal and external market places determine how services should be developed.3) how service performance will be measured.4) the availability, capacity and security of services offered.
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Only 2, 3 and 4
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Only 1, 2 and 3
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Only 1, 2 and 4
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All of the above
Correct Answer
A. Only 1, 2 and 3Explanation
Service Strategy involves understanding who the services should be offered to (1), how the internal and external marketplaces determine how services should be developed (2), and how service performance will be measured (3). It does not specifically address the availability, capacity, and security of services offered (4). Therefore, the correct answer is only 1, 2, and 3.Rate this question:
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- 6.
CSF is defined as?
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Critical Service Functions
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Critical Success Factors
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Change Support Functions
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None of the above
Correct Answer
A. Critical Success FactorsExplanation
CSF stands for Critical Success Factors. These are specific factors or elements that are essential for the success and achievement of an organization's goals and objectives. They are the key areas or activities that must be focused on and performed effectively in order to ensure the overall success of the organization. Critical Success Factors are unique to each organization and are determined based on its specific industry, market, and strategic objectives. They serve as a guide for decision-making and resource allocation, helping the organization prioritize its efforts and resources towards the most critical areas for success.Rate this question:
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- 7.
Financial management is a function and process covered under which ITIL publication?
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Service Design
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Service Operation
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Service Strategy
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Service Transition
Correct Answer
A. Service StrategyExplanation
Financial management is a function and process that is covered under the ITIL publication called Service Strategy. Service Strategy focuses on developing and implementing strategies to meet the business objectives of an organization. Financial management is an essential aspect of service strategy as it involves managing the financial resources and investments required to deliver and support IT services. It includes activities such as budgeting, accounting, cost management, and financial planning to ensure that IT services are aligned with the organization's financial goals and objectives.Rate this question:
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- 8.
Using differential charging to encourage customers to use services at less busy times is a strategy of which process?
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Demand Management
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Capacity Management
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Resource Management
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Financial Management
Correct Answer
A. Demand ManagementExplanation
The correct answer is Demand Management. Demand management is a strategy that aims to influence customer behavior by encouraging them to use services during less busy times. This can be achieved through techniques such as differential charging, where prices are adjusted based on the demand. By implementing this strategy, businesses can optimize their resources and capacity, ensuring efficient service delivery and customer satisfaction.Rate this question:
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- 9.
Which key roles are associated with the execution of successful service strategy?
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Business Relationship Manager
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Product Manager
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Chief Sourcing Officer
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All of the above
Correct Answer
A. All of the aboveExplanation
Successful service strategy execution requires key roles such as the Business Relationship Manager, who is responsible for maintaining a strong relationship between the business and IT, ensuring that IT services align with business goals. The Product Manager plays a crucial role in developing and managing the organization's products and services. The Chief Sourcing Officer is responsible for managing the organization's sourcing and procurement activities. All of these roles are important in executing a successful service strategy as they contribute to aligning IT services with business objectives, managing products and services, and ensuring efficient sourcing and procurement processes.Rate this question:
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- 10.
The design of appropriate and innovative IT services, including their architectures, processes, policies and documentation, to meet current and future agreed business requirements is a process of which process?
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Service Operation
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Service Design
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Continual Service Improvement
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Service Strategy
Correct Answer
A. Service DesignExplanation
The process of designing appropriate and innovative IT services, including their architectures, processes, policies, and documentation to meet current and future agreed business requirements is known as the Service Design process. In this process, the focus is on creating and refining IT services that align with the organization's overall strategy and goals. It involves considering various factors such as service levels, availability, capacity, security, and cost-effectiveness. The Service Design process ensures that IT services are designed in a way that they can be effectively implemented and managed throughout their lifecycle.Rate this question:
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- 11.
The Four P’s of design is an approach used in which stage?
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Service Value
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Service Design
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Service Strategy Design
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None of the above
Correct Answer
A. Service DesignExplanation
The Four P's of design is an approach used in the stage of Service Design. This approach refers to the four key elements that need to be considered when designing a service: People, Processes, Products, and Partnerships. In the Service Design stage, these elements are analyzed and integrated to create a service that meets the needs and expectations of the customers. Therefore, the correct answer is Service Design.Rate this question:
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- 12.
The process that provides an accurate picture of the IT services available, their duties and status’s is described in which of these below?
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Service Design Package
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Service Level Management
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Incident Management
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Service Catalog Management
Correct Answer
A. Service Catalog ManagementExplanation
Service Catalog Management is the process that provides an accurate picture of the IT services available, their duties, and statuses. It involves creating and maintaining a service catalog that contains detailed information about all the services offered by an organization. This catalog helps in effectively managing and delivering the services to customers. It also helps in supporting other IT service management processes by providing necessary information about the services, including their availability, pricing, and service level agreements.Rate this question:
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- 13.
Which process is involved with monitoring and producing reports on delivery against the agreed level of service?
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Continual Service Improvement
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Incident Management
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Service Level Management
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Technical Management Function
Correct Answer
A. Service Level ManagementExplanation
Service Level Management is the process involved with monitoring and producing reports on delivery against the agreed level of service. This process ensures that the agreed upon service levels are being met and provides a mechanism for identifying and addressing any areas where the level of service is not meeting expectations. It involves monitoring performance, analyzing data, and producing reports to track and communicate the status of service delivery. By doing so, Service Level Management helps to ensure that the organization is meeting its service commitments and can identify opportunities for improvement.Rate this question:
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- 14.
Which of the following CANNOT be stored and managed by a tool?
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Knowledge
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Information
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Wisdom
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Data
Correct Answer
A. Wisdom -
- 15.
ITIL v3 core is best described as?
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An Operations Lifecycle
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An IT Management Lifecycle
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A Service Lifecycle
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An infrastructure Lifecycle
Correct Answer
A. A Service LifecycleExplanation
ITIL v3 core is best described as a Service Lifecycle because it focuses on the management of IT services throughout their entire lifecycle, from strategy and design to transition, operation, and continual improvement. ITIL v3 core provides a framework for organizations to align their IT services with business needs and deliver value to customers. By adopting a service lifecycle approach, organizations can ensure that their IT services are designed, delivered, and supported in a way that meets the needs of the business and its customers.Rate this question:
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- 16.
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.?
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What is the ROI?
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How much did it cost?
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How do we keep the momentum going?
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What is the VOI?
Correct Answer
A. How do we keep the momentum going?Explanation
The missing step in the continual improvement model is "How do we keep the momentum going?". This step is important because it focuses on sustaining the progress made and ensuring that the improvements achieved are maintained in the long term. It involves identifying strategies and actions to prevent regression and to continuously build upon the improvements made.Rate this question:
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- 17.
Which of the following best describes the goal of Information Security Management Process?
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To align IT security with business security and ensure that information security is effectively managed in all service and Service Management activities.
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To ensure that that the information security risks are appropriately managed and enterprise information resources are used responsibly.
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To provide a focus for all aspects of IT security and manage all IT security activities.
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To provide the strategic direction for security activities and ensures objectives are achieved
Correct Answer
A. To align IT security with business security and ensure that information security is effectively managed in all service and Service Management activities.Explanation
The goal of the Information Security Management Process is to align IT security with business security and ensure that information security is effectively managed in all service and Service Management activities. This means that the organization aims to integrate IT security measures with the overall security strategy of the business, ensuring that information security is prioritized and effectively implemented across all services and activities related to service management.Rate this question:
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- 18.
Which of the following statements is true about the term Event?
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A change of state which has significance for the management of a Configuration Item or IT service.
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The term Event is also used to mean a notification created by any IT Service, configuration Item or Monitoring tool.
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Events typically require IT Operations personnel to take actions, and often lead to Incidents being logged
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All of above
Correct Answer
A. All of aboveExplanation
The term "Event" refers to a change of state that holds importance for the management of a Configuration Item or IT service. It is also used to describe a notification generated by any IT Service, Configuration Item, or Monitoring tool. Events usually necessitate actions from IT Operations personnel and often result in Incidents being recorded. Therefore, all of the statements provided are true about the term "Event."Rate this question:
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- 19.
The goal of the Release and Deployment Process is to______________________.
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Provide objective evidence that a new service supports the business requirements
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Assemble and position all aspects of services into production and establish effective use of new or changed services.
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Measure of how quickly and effectively a service, component or CI can be restored to normal working after a failure.
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None of the above
Correct Answer
A. Assemble and position all aspects of services into production and establish effective use of new or changed services.Explanation
The goal of the Release and Deployment Process is to assemble and position all aspects of services into production and establish effective use of new or changed services. This means that the process aims to ensure that all necessary components of a service are put together and placed into production, and that these services are effectively used once they are deployed.Rate this question:
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- 20.
Which ITIL process manager is responsible for ensuring that all services meet their agreed availability targets?
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Service Level Manager
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Security Manager
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Service Catalogue Manager
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Availability Manager
Correct Answer
A. Availability ManagerExplanation
The Availability Manager is responsible for ensuring that all services meet their agreed availability targets. This includes monitoring and managing the availability of IT services, identifying potential risks and implementing measures to prevent or minimize downtime. The Availability Manager works closely with other ITIL process managers, such as the Service Level Manager and Service Catalogue Manager, to ensure that availability requirements are met and that any issues or incidents are addressed promptly. The Security Manager, on the other hand, is responsible for managing and maintaining the security of IT services and systems.Rate this question:
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- 21.
A work around to a recurring incident can be found in the;
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Known Error Database
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CMDB
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Incident log
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SLA
Correct Answer
A. Known Error DatabaseExplanation
A Known Error Database is a repository that contains information about previously identified and documented errors or issues in a system or process. It provides a work around or solution to a recurring incident, allowing for quick resolution and minimizing the impact on the system or process. The other options, such as CMDB (Configuration Management Database), Incident log, and SLA (Service Level Agreement), do not specifically serve the purpose of providing a work around for recurring incidents.Rate this question:
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- 22.
What is the difference between a process and a project?
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A process is continuous and has no end date, whereas a project has a finite lifespan.
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A project is continuous and has no end date, whereas a process has a finite lifespan.
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A process stops when the objective has been achieved, whereas a project does not stop when the objective is met.
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In a project the focus is not on the result, whereas with a process the result is important
Correct Answer
A. A process is continuous and has no end date, whereas a project has a finite lifespan.Explanation
A process refers to a set of ongoing activities that are repeated over time and have no fixed end date. On the other hand, a project is a temporary endeavor with a specific goal and a defined end date. The correct answer highlights this key difference, stating that a process is continuous and has no end date, while a project has a finite lifespan.Rate this question:
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- 23.
Availability Management is responsible for availability of?
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Services and Resources
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Services and Business Processes
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Resources and Business Processes
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Services, Resources and Business Processes
Correct Answer
A. Services and ResourcesExplanation
Availability Management is responsible for ensuring the availability of services and resources. This means that Availability Management is in charge of making sure that the services provided by an organization are available and accessible to users when they need them. Additionally, it is responsible for managing the availability of the resources required to deliver those services, such as hardware, software, and network components. By focusing on both services and resources, Availability Management aims to minimize downtime and ensure that the organization can meet its service level agreements and business objectives.Rate this question:
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- 24.
Of which ITIL process are Reliability, Serviceability and Maintainability components?
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IT Service Continuity Management
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Service Level Management
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Problem Management
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Availability Management
Correct Answer
A. Availability ManagementExplanation
Reliability, serviceability, and maintainability are components of Availability Management in ITIL. Availability Management focuses on ensuring that IT services are available to meet the agreed-upon service levels. Reliability refers to the ability of a system or component to perform its required functions without failure over a specified period. Serviceability refers to the ease and speed with which a failed component can be restored to normal operation. Maintainability refers to the ease and speed with which a system or component can be repaired or maintained. Therefore, the correct answer is Availability Management.Rate this question:
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- 25.
Which of the following is NOT an objective of Service Operation?
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To deliver and support IT services
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To ensure that value is delivered
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To troubleshoot major problem areas in the environment
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To manage the applications, technology and infrastructure that support delivery of the services.
Correct Answer
A. To troubleshoot major problem areas in the environmentExplanation
The objective of Service Operation is to deliver and support IT services, ensure that value is delivered, and manage the applications, technology, and infrastructure that support the delivery of services. Troubleshooting major problem areas in the environment is not listed as an objective of Service Operation.Rate this question:
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- 26.
The whole lifecycle processes within Service Transition include?
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Change Management
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Service Asset and Configuration Management
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Knowledge Management
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All of the above
Correct Answer
A. All of the aboveExplanation
The correct answer is "all of the above". This means that the whole lifecycle processes within Service Transition include Change Management, Service Asset and Configuration Management, and Knowledge Management. In Service Transition, these processes are crucial for effectively managing and implementing changes, maintaining and controlling the service assets and configurations, and ensuring that knowledge is captured, shared, and utilized throughout the service lifecycle.Rate this question:
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- 27.
Which statement BEST describes a Service Change?
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The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation.
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A Transition Plan that can significantly improve a service and release in the environment.
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A key process required in each lifecycle stage.
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None of the above.
Correct Answer
A. The addition, modification or removal of an authorized, planned or supported service or service component and its associated documentation.Explanation
A service change refers to the addition, modification, or removal of a service or service component, along with its associated documentation, that has been authorized, planned, or supported. This can include any updates or adjustments made to improve the service or its components. It is not a transition plan or a key process required in each lifecycle stage.Rate this question:
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- 28.
How does Service Asset and Configuration Management support the business?
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By monitoring events and alerts in the environment that may lead to an Incident.
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By establishing appropriate metrics and measurement techniques.
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By delivering changes at optimized speed, risk and cost and offering consistent, appropriate and auditable implementation of usable and useful business services.
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By providing accurate information and control across all assets and relationships that make up an organizations infrastructure.
Correct Answer
A. By providing accurate information and control across all assets and relationships that make up an organizations infrastructure.Explanation
Service Asset and Configuration Management supports the business by providing accurate information and control across all assets and relationships that make up an organization's infrastructure. This enables the organization to have a clear understanding of its assets and their relationships, allowing for better decision-making and control. It also ensures that the organization has the necessary information to effectively manage and maintain its infrastructure, leading to improved efficiency and effectiveness in delivering business services.Rate this question:
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- 29.
Ensuring that the right person has the right knowledge is the purpose of?
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Configuration Management
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Planning and Support Management
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Knowledge Management
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Event Management
Correct Answer
A. Knowledge ManagementExplanation
Knowledge Management is the process of capturing, organizing, and distributing knowledge within an organization to ensure that the right person has the right knowledge at the right time. It involves creating a system to store and retrieve information, as well as promoting knowledge sharing and collaboration among employees. By implementing effective knowledge management practices, organizations can improve decision-making, problem-solving, and overall productivity. Therefore, ensuring that the right person has the right knowledge is the purpose of Knowledge Management.Rate this question:
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- 30.
Balancing these conflicting goals; s Internal IT view vs external business view s Stability vs responsiveness s Quality of service vs cost of service s Reactive vs proactive activities Is an important responsibility of which lifecycle stage?
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Service Design
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Service Transition
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Service Operation
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Financial Management
Correct Answer
A. Service OperationExplanation
The responsibility of balancing these conflicting goals is an important aspect of the Service Operation lifecycle stage. This stage focuses on the day-to-day delivery and management of services, ensuring that they meet the needs of both the internal IT view and the external business view. It also aims to strike a balance between stability and responsiveness, as well as the quality of service and the cost of service. Additionally, the Service Operation stage involves both reactive and proactive activities to ensure the smooth operation of services.Rate this question:
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- 31.
An Incident is BEST defined by which definition?
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An unplanned interruption to an IT service, or a reduction in the quality of an IT service.
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A recurring alert or problem in the environment
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Every call received by the Service Desk is considered an Incident.
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None of the above
Correct Answer
A. An unplanned interruption to an IT service, or a reduction in the quality of an IT service.Explanation
An incident is best defined as an unplanned interruption to an IT service or a reduction in the quality of an IT service. This definition accurately captures the essence of an incident, which is an unexpected event that hinders the normal functioning of an IT service. It includes situations where the service is completely halted or when there is a degradation in its performance. This definition aligns with the commonly accepted understanding of incidents in the IT service management field.Rate this question:
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- 32.
A Problem is BEST defined by which definition?
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A cause of one or more incidents.
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An unplanned interruption to an IT service, or a reduction in the quality of an IT service.
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Users that do not have authorization to access a service creates a problem.
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None of the above
Correct Answer
A. A cause of one or more incidents.Explanation
A problem is best defined as a cause of one or more incidents. This definition accurately captures the essence of a problem, which is an underlying issue or error that leads to incidents or disruptions in the IT service. It implies that a problem is not just an isolated incident but rather a root cause that can give rise to multiple incidents. This definition aligns with the ITIL (Information Technology Infrastructure Library) framework, which emphasizes the importance of identifying and resolving problems to prevent future incidents.Rate this question:
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- 33.
A Service Desk that allows fewer staff to deal with a higher volume of calls is called?
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Local Service Desk
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Centralized Service Desk
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Virtual Service Desk
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Follow the Sun Service Desk
Correct Answer
A. Centralized Service DeskExplanation
A Centralized Service Desk is a type of service desk that allows fewer staff to handle a higher volume of calls. This means that all incoming calls and requests are funneled to a single location or team, where they can be efficiently managed and resolved. By centralizing the service desk, resources can be optimized, and staff can specialize in specific areas, leading to increased productivity and faster response times. This approach is often used by larger organizations to streamline their support operations and improve customer service.Rate this question:
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- 34.
In Service Measurement there are four basic reasons to monitor and measure, they are to;
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Validate, Direct, Justify and Intervene
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Analyze, Control, Report and Analyze
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Support, Direct, Report and Intervene
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None of the above
Correct Answer
A. Validate, Direct, Justify and InterveneExplanation
The four basic reasons to monitor and measure in Service Measurement are to validate the effectiveness of the service, direct improvements and changes, justify the investment in the service, and intervene when necessary to address any issues or problems. These reasons encompass the overall goal of ensuring that the service is meeting its objectives and delivering value to the customers.Rate this question:
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- 35.
Which of the following is a benefit of using ITIL?
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That it is finally possible to charge for IT services.
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That the organization around the IT services can be set up faster.
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That the quality and the costs of the IT services can be controlled more efficiently.
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The the users can influence the IT organization providing the IT services.
Correct Answer
A. That the quality and the costs of the IT services can be controlled more efficiently.Explanation
Using ITIL (Information Technology Infrastructure Library) can provide several benefits, including the ability to control the quality and costs of IT services more efficiently. ITIL provides a framework and best practices for managing IT services, which can help organizations streamline processes, improve service delivery, and optimize resource utilization. By implementing ITIL, organizations can establish standardized procedures, enhance service quality, identify and address inefficiencies, and ultimately achieve better control over the quality and costs of their IT services.Rate this question:
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- 36.
Who decides the categorization and prioritization of a change?
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The Service Desk
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The Change Manager
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The Problem Manager
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The customer
Correct Answer
A. The Change ManagerExplanation
The Change Manager is responsible for deciding the categorization and prioritization of a change. They are in charge of evaluating the impact and risk of the proposed change and determining its priority based on various factors such as business needs, resources, and potential disruptions. The Change Manager collaborates with other stakeholders, such as the Service Desk and Problem Manager, to gather necessary information and make informed decisions regarding the change. Ultimately, their role is to ensure that changes are managed effectively and aligned with the organization's objectives.Rate this question:
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- 37.
Who is responsible for tracking and monitoring an incident?
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Problem Manager
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Service Level Manager
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Service Desk
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Problem Management Staff
Correct Answer
A. Service DeskExplanation
The service desk is responsible for tracking and monitoring an incident. They are the primary point of contact for users to report incidents, and they are responsible for logging the incident, tracking its progress, and ensuring that it is resolved within the agreed service level agreements. The service desk also communicates with the relevant support teams and keeps the users updated on the status of their incidents.Rate this question:
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- 38.
Which ITIL process is responsible for setting up the cost allocation system?
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Availability Management
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Financial Management for IT services
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Capacity Management
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Service Level Management
Correct Answer
A. Financial Management for IT servicesExplanation
Financial Management for IT services is responsible for setting up the cost allocation system. This process focuses on managing the financial aspects of IT services, including budgeting, accounting, and cost optimization. By implementing a cost allocation system, organizations can accurately track and allocate costs related to IT services, ensuring transparency and accountability in financial management. This helps in making informed decisions regarding resource allocation, budget planning, and cost control. Availability Management, Capacity Management, and Service Level Management are not directly responsible for setting up the cost allocation system.Rate this question:
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- 39.
Which ITIL process aims to prevent incidents resulting from changes to the IT Infrastructure?
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Incident Management
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Availability Management
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Problem Management
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Change Management
Correct Answer
A. Change ManagementExplanation
Change Management is the correct answer because its main objective is to prevent incidents resulting from changes to the IT infrastructure. Change Management ensures that all changes are properly planned, tested, and implemented in a controlled manner to minimize the potential for disruptions or incidents. It focuses on assessing the impact of changes, managing risks, and ensuring that appropriate procedures are followed to maintain the stability and integrity of the IT services. By effectively managing changes, organizations can avoid incidents and maintain a stable IT environment.Rate this question:
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- 40.
All service changes MUST be recorded in the Configuration Management System.
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This statement is true
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This statement is false
Correct Answer
A. This statement is trueExplanation
The given statement is true because recording all service changes in the Configuration Management System (CMS) is essential for effective configuration management. The CMS serves as a central repository for documenting and tracking all changes made to the services, ensuring that a comprehensive record is maintained. This helps in maintaining the integrity and consistency of the configuration items, facilitating accurate tracking of changes, and enabling effective problem management and troubleshooting. Additionally, having a complete record in the CMS aids in maintaining compliance with regulatory requirements and best practices in IT service management.Rate this question:
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Current Version
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Mar 19, 2023Quiz Edited by
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Dec 15, 2009Quiz Created by
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