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ITIL Foundation v.3 Version 1.1 Part3

ITIL Foundation v.3 Version 1.1 Part1
Vendor: EXIN
Code: EX0-101
Exam Name: ITIL Foundation v.3
                                                                                                                                                                   QUESTION 201
IT Service Continuity strategy should be based on:
1) Design of the service technology
2) Business continuity strategy
3) Business Impact Analysis
4) Risk assessment
A. 1, 2 and 4 only
B. 1, 2 and 3 only
C. 2, 3 and 4 only
D. 1, 3 and 4 only
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                              QUESTION 202
Which of these is a reason for categorizing incidents?
A. To establish trends for use in Problem Management and other IT Service Management (ITSM) activities
B. To ensure that the correct priority is assigned to the incident
C. To enable the incident management database to be partitioned for greater efficiency
D. To identify whether the user is entitled to log an incident for this particular service
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 203
Which of the following activities are responsibilities of a Supplier Manager?
1) Negotiating and agreeing Contracts
2) Updating the Supplier and Contract database
3) Planning for possible closure, renewal or extension of contracts
4) Managing relationships with internal suppliers
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. None of the above
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 204
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the
agreed and documented process?
A. The IT Director
B. The Process Owner
C. The Service Owner
D. The Customer
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 205
When should tests for a new service be designed?
A. At the same time as the service is designed
B. After the service has been designed, before the service is handed over to Service Transition
C. As part of Service Transition
D. Before the service is designed
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 206
Defining the processes needed to operate a new service is part of:
A. Service Design: Design the processes
B. Service Strategy: Develop the offerings
C. Service Transition: Plan and prepare for deployment
D. Service Operation: IT Operations Management
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 207
Reliability is a measure of:
A. The availability of a service or component
B. The level of risk that could impact a service or process
C. How long a service or component can perform its function without failing
D. A measure of how quickly a service or component can be restored to normal working
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 208
What is most likely to cause a loss of faith in the Service Level Management process?
A. Measurements that match the customer's perception of the service
B. Clear, concise, unambiguous wording in the Service Level Agreements(SLAs)
C. Inclusion of items in the SLA that cannot be effectively measured
D. Involving customers in drafting Service Level Requirements
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 209
Which Functions are included in IT Operations Management?
A. Network Management and Application Management
B. Technical Management and Change Management
C. IT Operations Control and Facilities Management
D. Facilities Management and Release Management
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 210
As a strategic tool for assessing the value of IT services, Financial Management applies to which of the
following service provider types?
1) An internal service provider embedded within a business unit
2) An internal service provider that provides shared IT services
3) An external service provider
A. All of the above
B. 1 and 2 only
C. 1 and 3 only
D. 2 and 3 only
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 211
What type of improvement should be achieved by using the Deming Cycle?
A. Rapid, one-off improvement
B. Return on investment within 12 months
C. Quick wins
D. Steady, ongoing improvement
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 212
The MAIN objective of Service Level Management is:
A. To carry out the Service Operations activities needed to support current IT services
B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
C. To create and populate a Service Catalogue
D. To ensure that an agreed level of IT service is provided for all current IT services
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 213
Which process is responsible for controlling, recording and reporting on versions, attributes and relationships
relating to components of the IT infrastructure?
A. Service Level Management
B. Change Management
C. Incident Management
D. Service Asset and Configuration Management
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 214
What is the Service Pipeline?
A. All services that are at a conceptual or development stage
B. All services except those that have been retired
C. All services that are contained within the Service Level Agreement (SLA)
D. All complex multi-user services
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 215
Which of the following statements is CORRECT?
A. IT Service Continuity Management can only take place once Business Continuity Management has been
established
B. Where Business Continuity Management is established, business continuity considerations should form the
focus for IT Service Continuity Management
C. Business Continuity Management and IT Service Continuity Management must be established at the same
time
D. IT Service Continuity Management is not required when IT is outsourced to a third party provider
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 216
Configuration Management Databases (CMDBs) and the Configuration Management System (CMS) are both
elements of what larger entity?
A. The Asset Register
B. The Service Knowledge Management System
C. The Known Error Database
D. The Information Management System
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 217
Where should details of a Workaround always be documented?
A. The Service Level Agreement (SLA)
B. The Problem Record
C. The Availability Management Information System
D. The IT Service Continuity Plan
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 218
What are Request Models used for?
A. Capacity Management
B. Modelling arrival rates and performance characteristics of service requests
C. Comparing the advantages and disadvantages of different Service Desk approaches such as local or
remote
D. Identifying frequently received user requests and defining how they should be handled
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 219
Consider the following list:
1) Change Authority
2) Change Manager
3) Change Advisory Board (CAB)
What are these BEST described as?
A. Job descriptions
B. Functions
C. Teams
D. Roles, people or groups
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 220
Which of the following is the BEST description of a Service-based Service Level Agreement (SLA)?
A. The SLA covers one service, for all the customers of that service
B. The SLA covers an individual customer group for all services they use
C. An SLA that covers all customers for all services
D. An SLA for a service with no customers
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 221
In terms of adding value to the business, which of the following describes Service Operation's contribution?
A. The cost of the service is designed, predicted and validated
B. Measures for optimization are identified
C. Service value is modelled
D. Service value is actually seen by customers
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 222
A single Release unit, or a structured set of Release units can be defined within:
A. The RACI Model
B. A Release Package
C. A Request Model
D. The Plan, Do, Check, Act (PDCA) cycle
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 223
Why are public frameworks and standards (such as ITIL) attractive when compared to proprietary knowledge?
A. Proprietary Knowledge is difficult to adopt, replicate or transfer since it is often undocumented
B. Public standards are always cheaper to adopt
C. Public frameworks are prescriptive and tell you exactly what to do
D. Proprietary knowledge has been tested in a wide range of environments
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 224
Which of the following are types of communication you could expect the functions within Service Operation to
perform?
1) Communication between Data Centre shifts
2) Communication related to changes
3) Performance reporting
4) Routine operational communication
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 225
Looking for ways to improve process efficiency and cost effectiveness is a purpose of which part of the service
lifecycle?
A. Service Operation
B. Service Transition
C. Continual Service Improvement
D. Service Strategy
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 226
Which statement BEST represents the guidance on incident logging?
A. Incidents must only be logged if a resolution is not immediately available
B. Only incidents reported to the Service Desk can be logged
C. All incidents must be fully logged
D. The Service Desk decide which incidents to log
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 227
In the Continual Service Improvement (CSI) model, the stage 'How do we get there?1 is underpinned by which
set of activities?
A. Baseline assessments
B. Service and process improvements
C. Taking measurements and recording metrics
D. Setting measurement targets
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 228
Who has the responsibility for review and risk analysis of all supplies and contracts on a regular basis?
A. The Service Level Manager
B. The IT Service Continuity Manager
C. The Service Catalogue Manager
D. The Supplier Manager
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 229
Which of the following should NOT be a concern of Risk Management?
A. To ensure that the organization can continue to operate in the event of a major disruption or disaster
B. To ensure that the workplace is a safe environment for its employees and customers
C. To ensure that the organization assets, such as information, facilities and building are protected from
threats, damage or loss
D. To ensure only the change requests with mitigated risks are approved for implementation
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 230
Which of the following is the CORRECT definition of a Release Unit?
A. A measurement of cost
B. A function described within Service Transition
C. The team of people responsible for implementing a release
D. The portion of a service or IT infrastructure that is normally released together
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 231
Which process lists "Understanding patterns of business activity" as a major role?
A. Demand Management
B. Supplier Management
C. Service Desk
D. Request Fulfillment
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 232
Which of the following statements is CORRECT?
A. Process owners are more important to service management than service owners
B. Service owners are more important to service management than process owners
C. Service owners are as important to service management as process owners
D. Process owners and service owners are not required within the same organization
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 233
Where would you expect incident resolution targets to be documented?
A. A Service Level Agreement (SLA)
B. A Request for Change (RFC)
C. The Service Portfolio
D. A Service Description
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 234
The positive effect that customers perceive a service can have on their business outcomes is referred to as
what?
A. The utility of a service
B. The warranty of a service
C. The economic value of a service
D. Return on investment
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 235
What are the two major processes in Problem Management?
A. Technical and Service
B. Resource and Proactive
C. Reactive and Technical
D. Proactive and Reactive
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 236
Which of the following BEST describes a Change Authority?
A. The Change Advisory Board
B. A person that provides formal authorisation for a particular type of change.
C. A role, person or a group of people that provides formal authorisation for a particular type of change.
D. The Change Manager who provides formal authorisation for each change
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 237
Ensuring that the confidentiality, integrity and availability of the services are maintained to the levels agreed on
the Service Level Agreement (SLA) is the responsibility of which role?
A. The Service Level Manager
B. The Configuration Manager
C. The Change Manager
D. The Information Security Manager
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 238
Which stage of the Service Lifecycle is MOST concerned with defining policies and objectives?
A. Service Design
B. Service Transition
C. Service Strategy
D. Service Operation
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 239
Identify the input to the Problem Management process
A. Request for Change
B. Problem Resolution
C. Incident Records
D. New Known Errors
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 240
Which of the following provides resources to resolve operational and support issues during Release and
Deployment?
A. Early Life Support
B. Service Test Manager
C. Evaluation
D. Release Packaging and Build Manager
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 241
The Service Catalogue Manager has responsibility for producing and maintaining the Service Catalogue. One
of their responsibilities would be?
A. Negotiating and agreeing Service Level Agreement
B. Negotiating and agreeing Operational Level Agreements
C. Ensuring that the information within the Service Catalogue is adequately protected and backed- up.
D. Only ensure that adequate technical resources are available.
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 242
Customer perceptions and business outcomes help to define what?
A. The value of a service
B. Customer satisfaction
C. Total Cost of Ownership (TCO)
D. Key Performance Indicators (KPIs)
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 243
Which process contains the Business, Service and Component sub-processes?
A. Capacity Management
B. Incident Management
C. Service Level Management
D. Financial Management
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 244
Which of the following should be considered when designing measurement systems, methods and metrics?:
1. The services
2. The architectures
3. The configuration items
4. The processes
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 245
Service Design emphasises the importance of the Four Ps'. Which of the following is a correct list of these Four
Ps?
A. People, Products, Partners, Profit
B. People, Process, Products, Partners
C. Potential, Preparation, Performance, Profit
D. People, Potential, Products, Performance
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 246
With which process is Problem Management likely to share categorization and impact coding systems?
A. Incident Management
B. Service Asset and Configuration Management
C. Capacity Management
D. IT Service Continuity
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 247
In which document would you expect to see an overview of actual service achievements against targets?
A. Operational Level Agreement (OLA)
B. Capacity Plan
C. Service Level Agreement (SLA)
D. SLA Monitoring Chart (SLAM)
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 248
Which of the following statements is CORRECT?
A. The Configuration Management System is part of the Known Error Data Base
B. The Service Knowledge Management System is part of the Configuration Management System
C. The Configuration Management System is part of the Service Knowledge Management system
D. The Configuration Management System is part of the Configuration Management Database
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 249
Which part of ITIL provides guidance in adapting good practice for specific business environments and
organizational strategies?
A. The ITIL Complementary Guidance
B. The Service Support book
C. Pocket Guides
D. The Service Strategy book
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 250
What type of baseline captures the structure, contents and details of the infrastructure and represents a set of
items that are related to each other?
A. Configuration Baseline
B. Project Baseline
C. Change Baseline
D. Asset Baseline
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 251
Who owns the specific costs and risks associated with providing a service?
A. The Service Provider
B. The Service Level Manager
C. The Customer
D. The Finance department
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 252
Which of the following would a Major Problem Review examine?
1. Things that were done correctly
2. Those things that were done incorrectly
3. How to prevent recurrence
4. What could be done better in the future
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 253
What is the name of the area where the definitive authorized versions of all media Configuration Items(Cls) are
stored and protected?
A. Definitive Media Library
B. Definitive Software Store
C. Service Knowledge Management System
D. Software Secure Library
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 254
Which of the following options is a hierarchy that is used in Knowledge Management?
A. Wisdom - Information - Data - Knowledge
B. Data - Information - Knowledge - Wisdom
C. Knowledge - Wisdom - Information - Data
D. Information - Data - Knowledge - Wisdom
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 255
Event Management, Problem Management, Access Management and Request Fulfillment are part of which
stage of the Service Lifecycle?
A. Service Strategy
B. Service Transition
C. Service Operation
D. Continual Service Improvement
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 256
Which of the following are aspects of Service Design?
1. Architectures
2. Technology
3. Service Management processes
4. Metrics
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 257
Which is the BEST definition of a Configuration Item (CI)?
A. An item of hardware or software registered in the asset database
B. A collection of information used to describe a hardware or software item
C. An asset, service component or other item that is, or will be, under the control of Configuration Management
D. Information recorded by the Service Desk when an Incident is reported
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 258
Which model delivers a view of the services, assets and infrastructure?
A. Incident Model
B. Problem Model
C. Configuration Model
D. Change Model
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 259
The BEST processes to automate are those that are:
A. Carried out by Service Operations
B. Carried out by lots of people
C. Critical to the success of the business mission
D. Simple and well understood
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 260
Which of the following Availability Management activities are considered to be proactive as opposed to
reactive?
1. Risk assessment
2. Testing of resilience mechanisms
3. Monitoring of component availability
A. All of the above
B. 1 and 2 only
C. 1 and 3 only
D. 2 and 3 only
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 261
What is the BEST description of an Operational Level Agreement (OLA)?
A. An agreement between the service provider and another part of the same organization
B. An agreement between the service provider and an external organization
C. A document that describes to a customer how services will be operated on a day-to-day basis
D. A document that describes business services to operational staff
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 262
How many people should be accountable for a process as defined in the RACI model?
A. As many as necessary to complete the activity
B. Only one - the process owner
C. Two - the process owner and the process enactor
D. Only one - the process architect
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 263
Which of the following statements about processes is INCORRECT?
A. They are units of organizations designed to perform certain types of work
B. We must be able to measure them in a relevant manner
C. They deliver specific results
D. They respond to specific events
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 264
Which of the following would be defined as part of every process?
1. Roles
2. Activities
3. Functions
4. Responsibilities
A. 1 and 3 only
B. All of the above
C. 2 and 4 only
D. 1, 2 and 4 only
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 265
The Supplier Management process includes:
1: Service Design activities, to ensure that contracts will be able to support the service requirements
2: Service Operation activities, to monitor and report supplier achievements
3: Continual Improvement activities, to ensure that suppliers continue to meet or exceed the needs of the
business
A. 1 and 2 only
B. 1 only
C. All of the above
D. 1 and 3 only
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 266
Which of the following is MOST concerned with the design of new or changed services?
A. Change Management
B. Service Transition
C. Service Strategy
D. Service Design
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 267
Which Problem Management activity helps to ensure that the true nature of the problem can be easily traced
and meaningful management information can be obtained?
A. Categorization
B. Logging
C. Prioritization
D. Closure
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 268
Which of the following are Service Desk organizational structures?
1. Local Service Desk
2. Virtual Service Desk
3. IT Help Desk
4. Follow the Sun
A. 1, 2 and 4 only
B. 2, 3 and 4 only
C. 1, 3 and4 only
D. 1, 2 and 3 only
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 269
What are the three types of metrics that an organization should collect to support Continual Service
Improvement (CSI)?
A. Return On Investment (ROI), Value On Investment (VOI), quality
B. Strategic, tactical and operational
C. Critical Success Factors (CSFs), Key Performance Indicators (KPIs), activities
D. Technology, process and service
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 270
Which of the following might be used to manage an Incident?
1. Incident Model
2. Known Error Record
A. 1 only
B. 2 only
C. Both of the above
D. Neither of the above
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 271
Which of the following are the two primary elements that create value for customers?
A. Value on Investment (VOI), Return on Investment (ROI)
B. Customer and User satisfaction
C. Understanding Service Requirements and Warranty
D. Utility and Warranty
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 272
Check, Act and Plan are three of the stages of the Deming Cycle. Which is the fourth?
A. Do
B. Perform
C. Implement
D. Measure
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 273
Which process is primarily supported by the analysis of Patterns of Business Activity (PBA)?
A. Availability Management
B. Demand Management
C. Financial Management
D. Service Level Management
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 274
A change process model should include:
1 - The steps that should be taken to handle the change with any dependences or co-processing defined,
including handling issues and unexpected events
2 - Responsibilities; who should do what, including escalation
3 - Timescales and thresholds for completion of the actions
4 - Complaints procedures
A. 1, 2 and 3 only
B. All of the above
C. 1 and 2 only
D. 1, 2 and 4 only
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 275
Effective Service Transition can significantly improve a service provider's ability to handle high volumes of
what?
A. Service level requests
B. Changes and Releases
C. Password resets
D. Incidents and Problems
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 276
Which of the following should be done when closing an incident?
1. Check the incident categorization and correct it if necessary
2. Check that user is satisfied with the outcome
A. 1 only
B. Both of the above
C. 2 only
D. Neither of the above
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 277
Which of the following is an objective of Release and Deployment Management?
A. To standardize methods and procedures used for efficient and prompt handling of all Changes
B. To ensure all changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration
Management System (CMS)
C. To ensure that overall business risk of Change is optimized
D. To define and agree release and deployment plans with customers and stakeholders
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 278
Which phase of the ITIL lifecycle provides the following benefit: The Total Cost of Ownership (TCO) of a
service can be minimized if all aspects of the service, the processes and the technology are considered during
development?
A. Service Design
B. Service Strategy
C. Service Operation
D. Continual Service Improvement
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 279
Which process is responsible for eliminating recurring incidents and minimizing the impact of incidents that
cannot be prevented?
A. Service Level Management
B. Problem Management
C. Change Management
D. Event Management
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 280
A Service Design Package should be produced for which of the following?
1. A new IT service
2. A major change to an IT service
3. An Emergency Change to an IT service
4. An IT service retirement
A. 1, 2 and 3 only
B. 1, 2 and 4 only
C. 1, 3 and 4 only
D. All of the above
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 281
Which of the following BEST describes a Problem?
A. A Known Error for which the cause and resolution are not yet known
B. The cause of two or more Incidents
C. A serious Incident which has a critical impact to the business
D. The cause of one or more Incidents
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 282
A process owner is responsible for which of the following?
1. Documenting the process
2. Defining process Key Performance Indicators (KPIs)
3. Improving the process
4. Ensuring process staff undertake the required training
A. 1, 3 and 4 only
B. All of the above
C. 1, 2 and 3 only
D. 1, 2 and 4 only
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 283
Contracts are used to define:
A. The provision of IT services or business services by a Service Provider
B. The provision of goods and services by Suppliers
C. Service Levels that have been agreed between the Service Provider and their Customer
D. Metrics and Critical Success Factors (CSFs) in an external agreement
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 284
In the phrase "People, Processes, Products and Partners". Products refers to:
A. IT Infrastructure and Applications
B. Services, technology and tools
C. Goods provided by third parties to support the IT Services
D. All assets belonging to the Service Provider
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 285
Service Transition contains detailed descriptions of which processes?
A. Change Management, Service Asset and Configuration Management, Release and Deployment
Management
B. Change Management, Capacity Management Event Management, Service Request Management
C. Service Level Management, Service Portfolio Management, Service Asset and Configuration Management
D. Service Asset and Configuration Management, Release and Deployment Management, Request Fulfillment
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 286
Implementation of ITIL Service Management requires preparing and planning the effective and efficient use of:
A. People, Process, Partners, Suppliers
B. People, Process, Products, Technology
C. People, Process, Products, Partners
D. People, Products, Technology, Partners
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 287
Which of the following is the BEST definition of an Event?
A. Any detectable or discernable occurrence that has significance for the management of the IT infrastructure
B. An unplanned interruption to an IT service
C. The unknown cause of one or more Incidents
D. Reducing or eliminating the cause of an Incident or Problem
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 288
Which process is responsible for sourcing and delivering components of requested standard services?
A. Request Fulfillment
B. Service Portfolio Management
C. Service Desk
D. IT Finance
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 289
Undertaking a gap analysis is a key activity within which part of the Deming Cycle for improving services and
service management processes?
A. Plan
B. Do
C. Check
D. Act
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 290
Which of the following is the BEST description of a Business Case?
A. A decision support and planning tool that projects the likely consequences of a business action
B. A portable device designed for the secure storage and transportation of important documents
C. A complaint by the business about a missed service level.
D. The terms and conditions in an IT outsource contract.
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 291
Which of the following could BEST be described as "A decision support and planning tool that projects the likely
consequences of a business action"?
A. A Problem model
B. A Service Improvement Plan (SIP)
C. A Request for Change (RFC)
D. A Business Case
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 292
Which of the following are included within Release and Deployment Models?
- Roles and responsibilities
- Template release and deployment
- Supporting systems, tools and procedures.
- Handover activities and responsibilities
A. 1, 2 and 3 only.
B. 2, 3 and 4 only.
C. All of the above
D. 1 and 4 only.
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 293
Which of the following are objectives of Service Design?
- Design Services to satisfy business objectives.
- Identify and manage risk.
- Design effective and efficient processes
- Design a secure and resilient IT infrastructure.
A. 1 Only
B. 2 and 3 only.
C. 1, 2 and 4 only.
D. All of the above
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 294
Order the following continual service improvement (CSI) implementation steps into the correct sequence in
alignment with the plan, Do, Check, Act (PDCA) model.
- Allocate roles and responsibilities to work on CSI initiatives.
- Measure and review that the CSI plan is executed and its objectives are being achieved.
- Identify the scope, objectives and requirements for CSI.
- Decision on implementation of further enhancement.
A. 3-1-2-4
B. 3-4-2-1
C. 1-3-2-4
D. 2-3-4-1
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 295
Which of the following are benefits to the business of implementing Service Transition?
1. Ability to adapt quickly to new requirements
2. Reduced cost to design new services
3. Improved success in implementing changes
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. None of the above
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 296
Remediation planning is BEST described in which of the following ways?
A. Planning how to recover the cost of a change
B. Planning the steps required to be taken if a Change is unsuccessful
C. Planning how to compensate a user for a failed change
D. Planning how to advise the change request of a failed change
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 297
When can a Known Error record be raised?
1. At any time it would be useful to do so
2. After the permanent solution has been implemented
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 298
The addition, modification or removal of an authorized, planned or supported service or service component and
its associated documentation is a definition of what?
A. A Service Change
B. A Change Model
C. A Pre-approved Change
D. A Change Advisory Board
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 299
Which of the following are objectives of Supplier Management?
1. Negotiating and agreeing Contracts
2. Updating the Supplier and Contract database
3. Planning for possible closure, renewal or extension of contracts
4. Managing relationships with internal suppliers
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. None of the above
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 300
What are the processes within Service Operation?
A. Event Management, Incident Management, Problem Management, Request Fulfillment and Access
Management
B. Event Management, Incident Management. Change Management and Access Management
C. Incident Management, Problem Management, Service Desk, Request Fulfillment and Management
D. Incident Management, Service Desk, Request Fulfillment, Access Management and Event Management
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in

ITIL Foundation v.3 Version 1.1 Part3
Vendor: EXIN
Code: EX0-101
Exam Name: ITIL Foundation v.3

                                                                                                                                                                   QUESTION 301
Which process or function is responsible for the Definitive Media Library and Definitive Spares?
A. Facilities Management
B. Access Management
C. Request Fulfilment
D. Service Asset and Configuration Management
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 302
Which of the following are valid parts of the Service Portfolio?
1. Service Pipeline
2. Service Knowledge Management System (SKMS)
3. Service Catalogue
A. 1 and 2 only
B. 3 only
C. 1 and 3 only
D. All of the above
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 303
Which of the following activities is NOT a part of the Deming Cycle?
A. Act
B. Plan
C. Do
D. Coordinate
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 304
Which of these activities would be performed by a service desk?
1. Logging details of incidents and service requests
2. Providing first-line investigation and diagnosis
3. Restoring services
4. Implementing all standard changes
A. all of the above
B. 1, 2 and 3 only
C. 2 and 4 only
D. 3 and 4 only
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 305
Which of the following activities is performed by application management?
A. Defining where the vendor of an application should be located
B. Ensuring that the required functionality is available to achieve the required business outcome
C. Deciding who the vendor of the storage devices will be
D. Agreeing the service levels for the service supported by the application
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 306
Which of the following is an example of capabilities?
A. Menu driven range of facilities used to access service requests
B. Calls to the service desk to register standard changes
C. A software update downloaded automatically to all laptops in an organization
D. Software to allow programmers to debug code
Answer: B
Section: (none)
Explanation/Reference:
Reference:
http://www.knowledgetransfer.net/dictionary/ITIL/en/Capability.htm
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 307
Which of the following models would be MOST useful in helping to define roles and responsibilities in an
organization structure?
A. RACI model
B. Incident model
C. Continual service improvement (CSI) model
D. The Deming Cycle
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 308
Which of the following activities is be performed by access management?
A. Providing physical security for staff data centers and other buildings
B. Managing access to computer rooms and other secure locations
C. Managing access to the service desk
D. Managing the rights to use a service or group of services
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 309
Which process is responsible for ensuring that appropriate testing of a service or application takes place?
A. Knowledge management
B. release and department management
C. service asset and configuration management
D. service level management
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 310
Which of the following are within the scope of service asset and configuration management?
1. Identification of configuration items (CIs)
2.Recording relationships between CIs
3. Recording and control of virtual Cis
4. Approving finance for the purchase of software to support service asset and configuration management
A. 1, 2 and 3 only
B. All of the above
C. 1, 2 and 4 only
D. 3 and 4 only
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 311
Which of the following availability management activities an? Considered to be proactive as opposed to
reactivate
1. Monitoring system availability
2. Designing availability into a proposed solution
A. Neither of the above
B. Both of the above
C. 1 only
D. 2 only
Answer: D
Section: (none)
Explanation/Reference:
Reference:
http://theartofservice.com/availability-management-activities.html
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 312
Which process is responsible for sourcing and delivering components of requested standard services?
A. Request fulfillment
B. service portfolio management
C. service desk
D. IT finance
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 313
Which of the following is event management NOT used for?
A. Intrusion detection in the data center
B. Recording and monitoring environmental conditions in the data center
C. Recording service desk staff absence
D. Monitoring the status of configuration items
Answer: A
Section: (none)
Explanation/Reference:
Reference:
http://wiki.en.it-processmaps.com/index.php/Event_Management
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 314
Which of the following is NOT defined as part of every process?
A. Roles
B. Inputs and outputs
C. Functions
D. Metrics
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 315
Which of the following is NOT a characteristic of a process?
A. It is measurable
B. It delivers specific results
C. It responds to specific events
D. It structures an organization
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 316
Customer perceptions and business outcomes help lo define what?
A. The value off a service
B. Governance
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)
Answer: A
Section: (none)
Explanation/Reference:
Reference:
http://www.cbronline.com/news/axios_flags_need_for_itil_based_service_value_management_25
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 317
Which of the following questions does the guidance in service strategy help to answer?
1. What services should we offer and to whom?
2. How do we differentiate ourselves from competing alternatives?
3. How do we create value for our customers?
A. 1 only
B. 2 only
C. 3onfy
D. All of the above
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 318
Which core publication will you find detailed descriptions of service catalog management, information security
and support management?
A. Service strategy
B. Service design
C. Service transition
D. Service operation
Answer: B
Section: (none)
Explanation/Reference:
Reference:
http://en.wikipedia.org/wiki/Information_Technology_Infrastructure_Library#Service_Design
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 319
In which of the following areas would the ITIL complementary guidance be of assistance?
1. Adapting best practice for specific industry sectors
2. Integrate ITIL with other operating models
A. both of the above
B. Niether of the above
C. 1 only
D. 2 only
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 320
Which of the following is an objective of service transition?
A. To negotiate service levels for new services
B. To plan and manage the resource requirements for releases
C. To provide quality knowledge of incident and problem management
D. To plan and manage entries in the service catalogue.
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 321
Which of the following is NOT an aim of the change management process?
A. To ensure the impact of changes is better understood
B. To ensure standardized methods and procedures are used for efficient and prompt handling of changes
C. To ensure that all changes to service assets and configuration items
D. To deliver and manage IT services at agreed levels to business users
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 322
Which of the following provides the PRIMARY source of guidance on what needs to be protected by information
security management?
A. IT management
B. Service desk manager
C. Business management
D. the change manager
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 323
When tan a known error record tie raised?
1. At any time when it would be useful to do so
2. After a workaround has been found
A. 2onty
B. 1 only
C. Neither of the above
D. Both of the above
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 324
The 'multi-level SLA' is a three-layer structure. Which of the following layers is NOT part of this type of SLA?
A. customer level
B. service level
C. corporate level
D. configuration level
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 325
What is the BEST description in of a major incident?
A. An incident which is so complex that it requires root cause analysis before a workaround can be found.
B. An incident which requires a large number of people to resolve
C. An incident logged by a senior manager
D. An incident with a high priority or which has high impact on the business
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 326
Which of the following activities is NOT a part of the Derning Cycle?
A. Act
B. Plan
C. Do
D. Co-ordinate
Answer: D
Section: (none)
Explanation/Reference:
Reference:
http://itilblues.wordpress.com/2010/03/10/mush-and-room-6-the-deming-cycle/
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 327
Which of the following is commonly found in a contract underpinning an IT service?
1.Financial arrangements related to the contract
2.Description of the goods or service provided
3. Responsibilities and dependencies for both parties
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 328
Which of the following is the BEST definition of an event?
A. Any detectable or discernible occurrence that has significance for the management of the IT infrastructure
B. An unplanned interruption to an IT service or a reduction in the quality of an IT service
C. The unknown cause of one or more incidents that have an impact on an IT service
D. Reducing or eliminating the cause of an incident or problem
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 329
Which of the following is the BEST description of a service-based service level agreement (31 A)
A. An agreement with an individual customer group, covering all the services that they use
B. An agreement that covers one service for a single customer
C. An agreement that covers service specific issues in a multi-level SLA structure
D. An agreement that covers one service for all customers of that service
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 330
Which process is responsible for controlling, recording and reporting on the relationships relating to
components of the IT infrastructure?
A. Service level management
B. Change management
C. Incident management
D. Service asset and configuration management
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 331
Which of the following is NOT an aim of the change management process?
http://www.dumps.01world.in
A. To ensure the impact of changes is better understood
B. To ensure standardized methods and procedures are used for efficient and prompt handling of changes
C. To ensure that all changes to service assets and configuration items (CIs) are recorded in the configuration
management system (CMS)
D. To deliver and manage IT services at agreed levels to business users
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 332
Which of the following questions does the guidance in service strategy help to answer?What services should
we offer and to whom? How do we differentiate ourselves from competing alternatives? How do we create
value for our customers?
A. 1 only
B. 2 only
C. 3 only
D. All of the above
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 333
Which of the following are within the scope of service asset and configuration management?Identification of
configuration items (CIs) Recording relationships between CIs Recording and control of virtual CIs Approving
finance for the purchase of software to support service asset and configuration management
A. 1, 2, and 3 only
B. All of the above
C. 1, 2 and 4 only
D. 3 and 4 only
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 334
Which of the following statements about incident reporting and logging is CORRECT?
A. Incidents can only be reported by users
B. Incidents can be reported by anyone who detects a disruption or potential disruption to normal service
C. All calls to the service desk must be logged as incidents
D. Incidents reported by technical staff must also be logged as problems
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 335
Which of the following is an example of self-help capabilities?
A. Menu-driven range of facilities used to access service requests
B. Calls to the service desk to register standard changes
C. A software update downloaded automatically to all laptops in an organization
D. Software to allow programmers to debug code
Answer: A
Section: (none)
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                                                                                                                                                                   QUESTION 336
Which of the following drives demand for services?
A. Infrastructure trends
B. Patterns of business activity (PBA)
C. Cost of providing support
D. Service level agreements (SLA)
Answer: A
Section: (none)
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                                                                                                                                                                   QUESTION 337
Which of the following availability management activities are considered to be proactive as opposed to
reactive?
1. Monitoring system availability
2. Designing availability into a proposed solution
A. Neither of the above
B. Both of the above
C. 1 only
D. 2 only
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 338
What do technology metrics measure?
A. Components
B. Processes
C. The end to end service
D. Customer satisfaction
Answer: A
Section: (none)
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                                                                                                                                                                   QUESTION 339
The design of IT services requires the effective and efficient use of what?
A. People, process, partners, performance
B. Performance, process, products, plans
C. People, process, products, partners
D. People, products, plans, partners
Answer: C
Section: (none)
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                                                                                                                                                                   QUESTION 340
What is the BEST description of the purpose of service operation?
A. To decide how IT will engage with suppliers during the service lifecycle
B. To proactively prevent all outages to IT services
C. To design and build processes that will meet business needs
D. To deliver and manage IT services at agreed levels to business users and customers
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 341
In which core publication will you find detailed descriptions of service catalogue management, information
security management, and supplier management?
A. Service strategy
B. Service design
C. Service transition
D. Service operation
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 342
When can a known error record be raised?
1. At any time when it would be useful to do so
2. After a workaround has been found
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 343
Which of the following would a major problem review examine?
1. Things that were done correctly
2. Things that were done incorrectly
3. How to prevent recurrence
What could be done better in the future
A. 1 only
B. 2 and 3 only
C. 1, 2 and 4 only
D. All of the above
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 344
Customer perceptions and business outcomes help to define what?
A. The value of a service
B. Governance
C. Total cost of ownership (TCO)
D. Key performance indicators (KPIs)
Answer: A
Section: (none)
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                                                                                                                                                                   QUESTION 345
At which stage of the service lifecycle should the processes needed to operate a new service be defined?
A. Service design: Design the processes
B. Service strategy: Develop the offerings
C. Service transition: Plan and prepare for deployment
D. Service operation: IT operations management
Answer: A
Section: (none)
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                                                                                                                                                                   QUESTION 346
What is the name of the group that should review changes that must be implemented faster than the normal
change process?
A. Technical management (TM)
B. Emergency change advisory board (ECAB)
C. Urgent change board (UCB)
D. Urgent change authority (UCA)
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 347
What should a service always deliver to customers?
A. Applications
B. Infrastructure
C. Value
D. Resources
Answer: C
Section: (none)
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                                                                                                                                                                   QUESTION 348
Which of the following is the goal or purpose of service level management?
A. To carry out the service operations activities needed to support current IT services
B. To ensure that sufficient capacity is provided to deliver the agreed performance of services
C. To create and populate a service catalogue
D. To ensure that an agreed level of IT service is provided for all current IT services
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 349
Which of the following is the responsibility of supplier management to negotiate and agree?
A. Service level agreements (SLAs)
B. Third-party contracts
C. The service portfolio
D. Operational level agreements (OLAs)
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 350
Which of the following is the BEST definition of the term service management?
A. A set of specialized organizational capabilities for providing value to customers in the form of services
B. A group of interacting, interrelated, or independent components that form a unified whole, operating
together for a common purpose
C. The management of functions within an organization to perform certain activities
D. Units of organizations with roles to perform certain activities
Answer: A
Section: (none)
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                                                                                                                                                                   QUESTION 351
Which of the following is concerned with fairness and transparency?
A. Capacity management
B. Governance
C. Service design
D. Service level management
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 352
Which of the following is NOT an objective of problem management?
A. Minimizing the impact of incidents that cannot be prevented
B. Preventing problems and resulting incidents from happening
C. Eliminating recurring incidents
D. Restoring normal service operation as quickly as possible
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 353
Which of the following is NOT the responsibility of service catalogue management?
A. Ensuring that information in the service catalogue is accurate
B. Ensuring that service level agreements are current
C. Ensuring that information in the service catalogue is consistent with information in the service portfolio
D. Ensuring that all operational services are recorded in the service catalogue
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 354
Which of the following do major incidents require?
A. Separate procedures
B. Less urgency
C. Longer timescales
D. Less documentation
Answer: A
Section: (none)
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                                                                                                                                                                   QUESTION 355
Which of the following is NOT a responsibility of service transition?
A. To ensure that a service can be managed, operated and supported within constraints specified by design
B. To design and develop capabilities for service management
C. To provide quality knowledge of change and release and deployment management
D. To plan the resource requirements to manage a release
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 356
Which of the following statements is CORRECT?
A. The configuration management system is part of the known error database
B. The service knowledge management system is part of the configuration management system
C. The configuration management system is part of the service knowledge management system
D. The configuration management system is part of the configuration management database
Answer: C
Section: (none)
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                                                                                                                                                                   QUESTION 357
What is reliability a measure of?
A. The availability of a service or component
B. The level of risk that affects a service or process
C. How long a service or component can perform its function without failing
D. How quickly a service or component can be restored to normal working order
Answer: C
Section: (none)
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                                                                                                                                                                   QUESTION 358
Which of the following activities are carried out in the "Where do we want to be?" step of the continual service
improvement (CSI) model / approach?
A. Implementing service and process improvements
B. Reviewing measurable improvements
C. Creating a baseline
D. Defining measurable targets
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 359
Which process is responsible for providing the rights to use an IT service?
A. Incident management
B. Access management
C. Change management
D. Request fulfilment
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 360
Which areas of service management can benefit from automation?
1. Design and modelling
2. Reporting
3. Pattern recognition and analysis
4. Detection and monitoring
A. 1, 2 and 3 only
B. 1, 3 and 4 only
C. 2, 3 and 4 only
D. All of the above
Answer: D
Section: (none)
Explanation/Reference:
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                                                                                                                                                                   QUESTION 361
Which process is responsible for monitoring an IT service and detecting when the performance drops below
acceptable limits?
A. Service asset and configuration management
B. Event management
C. Service catalogue management
D. Problem management
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 362
Which of the following are the MAIN objectives of incident management?
1. To automatically detect service affecting events
2. To restore normal service operation as quickly as possible
3. To minimize adverse impacts on business operations
A. 1 and 2 only
B. 2 and 3 only
C. 1 and 3 only
D. All of the above
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 363
The information that is passed to service transition to enable the implementation of a new service is called
what?
A. A service level package (SLP)
B. A service transition package (STP)
C. A service design package (SDP)
D. A new service package (NSP)
Answer: C
Section: (none)
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                                                                                                                                                                   QUESTION 364
Which of the following are managed by facilities management?Hardware within a data centre or computer room
Applications Power and cooling equipment Recovery sites
A. 1, 2 and 3 only
B. All of the above
C. 1, 3 and 4 only
D. 1 and 3 only
Answer: C
Section: (none)
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                                                                                                                                                                   QUESTION 365
Which of the following is NOT a part of the service design stage of the service lifecycle?
A. Designing and maintaining all necessary service transition packages
B. Producing quality, secure and resilient designs for new or improved services
C. Taking the overall service strategies and ensuring they are reflected in the Service Design process and the
service designs that are produced
D. Measuring the effectiveness and efficiency of service design and the supporting processes
Answer: A
Section: (none)
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                                                                                                                                                                   QUESTION 366
Which of the following are the two primary elements that create value for customers?
A. Value on investment (VOI) and return on investment (ROI)
B. Customer and user satisfaction
C. Service requirements and warranty
D. Resources and capabilities
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 367
Which stage of the service lifecycle is MOST concerned with defining policies and objectives?
A. Service design
B. Service transition
C. Continual service improvement
D. Service operation
Answer: A
Section: (none)
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                                                                                                                                                                   QUESTION 368
Which of the following is the correct set of steps for the continual service improvement model/approach?
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 have arrived?; How do we keep the
momentum going?
C. Identify the required business outcomes; Plan how to achieve the outcomes; Implement the plan; Check the
plan has been properly implemented; Improve the solution 131
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?
Answer: D
Section: (none)
Explanation/Reference:
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                                                                                                                                                                   QUESTION 369
Which of the following is commonly found in a contract underpinning an IT service?Financial arrangements
related to the contract Description of the goods or service provided Responsibilities and dependencies for both
parties
A. 1 and 2 only
B. 1 and 3 only
C. 2 and 3 only
D. All of the above
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 370
Who is responsible for defining key performance indicators (KPIs) for change management?
A. The change management process owner
B. The change advisory board (CAB)
C. The service owner
D. The continual service improvement manager
Answer: A
Section: (none)
Explanation/Reference:
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                                                                                                                                                                   QUESTION 371
In which core publication can you find detailed descriptions of Service Level Management, Availability
Management, Supplier Management and IT Service Continuity Management?
A. Service Transition
B. Service Design
C. Service Strategy
D. Service Operation
Answer: B
Section: (none)
Explanation/Reference:
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                                                                                                                                                                   QUESTION 372
Which is the correct combination of Service Management terms across the Lifecycle?
A. 1A, 2B, 3C, 4D
B. 1C, 2D, 3A, 4B
C. 1C, 2B, 3A, 4D
D. 1B, 2C, 3D, 4A
Answer: C
Section: (none)
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                                                                                                                                                                   QUESTION 373
The BEST description of the purpose of Service Operation is?
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
B. To proactively prevent all outages to IT Services
C. To deliver and support IT Services at agreed levels to business users and customers
D. To design and build processes that will meet business needs
Answer: C
Section: (none)
Explanation/Reference:
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                                                                                                                                                                   QUESTION 374
Effective release and deployment management enables the service provider to add value to the business by?
A. Ensuring that all assets are accounted for
B. Ensures that the fastest servers are purchased
C. Delivering change, faster and at optimum cost and minimized risk
D. Verifying the accuracy of all items in the configuration management database
Answer: C
Section: (none)
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                                                                                                                                                                   QUESTION 375
Which of the following are responsibilities of a Service Level Manager?
1. Agreeing targets in Service Level Agreements
2. Designing the service so it can meet the targets
3. Ensuring all needed contracts and agreements are in place
A. 1 and 3 only
B. All of the above
C. 2 and 3 only
D. 1 and 2 only
Answer: A
Section: (none)
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                                                                                                                                                                   QUESTION 376
Which of the following combinations covers all the roles in Service Asset and Configuration Management?
A. Configuration Administrator/Librarian; Configuration Manager; Service Desk Manager; Configuration
Analyst; CMS/tools Administrator
B. Configuration Administrator/Librarian; Service Asset Manager; Configuration Manager; Configuration
Analyst; Configuration control board; CMS/tools Administrator
C. Configuration Manager; Configuration Analyst; CMS/tools Administrator; Librarian; Change Manager
D. Configuration Administrator/Librarian; Configuration Manager; Configuration Analyst; Configuration control
board; CMS/tools Administrator; Financial Asset Manager
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 377
In which core publication can you find detailed descriptions of Service Level Management, Availability
Management, Supplier Management and IT Service Continuity Management?
A. Service Transition
B. Service Design
C. Service Strategy
D. Service Operation
Answer: B
Section: (none)
Explanation/Reference:
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                                                                                                                                                                   QUESTION 378
Which of the following is NOT one of the five individual aspects of Service Design?
A. The design of the Service Portfolio, including the Service Catalogue
B. The design of Market Spaces
C. The design of new or changed services
D. The design of the technology architecture and management systems
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 379
Which is the correct combination of Service Management terms across the Lifecycle?
A. 1A, 2B, 3C, 4D
B. 1C, 2D, 3A, 4B
C. 1C, 2B, 3A, 4D
D. 1B, 2C, 3D, 4A
Answer: C
Section: (none)
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                                                                                                                                                                   QUESTION 380
The BEST description of the purpose of Service Operation is?
A. To decide how IT will engage with suppliers during the Service Management Lifecycle
B. To proactively prevent all outages to IT Services
C. To deliver and support IT Services at agreed levels to business users and customers
D. To design and build processes that will meet business needs
Answer: C
Section: (none)
Explanation/Reference:
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                                                                                                                                                                                                                                                                                                                                      QUESTION 381
Which of the following module would be MOST useful in helping to define an organizational structure?
A. RACI model
B. Service Model
C. Continual Service improvement (CSI) model.
D. The Deming Cycle
Answer: A
Section: (none)
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