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ITIL Foundation v.3 Version 1.1 Part1

ITIL Foundation v.3 Version 1.1 Part1
Vendor: EXIN
Code: EX0-101
Exam Name: ITIL Foundation v.3

                                                                                                                                                                   QUESTION 1
Which of the following is NOT an example of Self-Help capabilities?
A. Requirement to always call the service desk for service requests
B. Menu-driven range of self help and service requests
C. Web front-end
D. A direct interface into the back end process handling software
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in

                                                                                                                                                                   QUESTION 2
What is a RACI model used for?
A. Defining roles and responsibilities
B. Monitoring services
C. Performance analysis
D. Recording Configuration Items
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 3
Which of the following statements is INCORRECT?
A. The SKMS is part of the Configuration Management System (CMS)
B. The SKMS can include data on the performance of the organization
C. The Service Knowledge Management System (SKMS) includes Configuration Management Databases
(CMDB)
D. The SKMS can include user skill levels
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 4
The group that authorizes changes that must be installed faster than the normal process is called the?
A. Emergency CAB (ECAB)
B. Urgent Change Authority (UCA)
C. Urgent Change Board (UCB)
D. CAB Emergency Committee (CAB/EC)
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 5
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:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 6
Which of these statements about Service Desk staff is CORRECT?
A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize the
cost of training them
B. The Service Desk can often be used as a stepping stone for staff to move into other more technical or
supervisory roles
C. The Service Desk should try to have a high level of staff turnover as the training requirements are low and
this helps to minimize salaries
D. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep
them in the role where they have been trained
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 7
Which of the following statements is INCORRECT?
A. The Service Knowledge Management System (SKMS) includes Configuration Management Databases
(CMDB)
B. The SKMS is part of the Configuration Management System (CMS)
C. The SKMS can include data on the performance of the organization
D. The SKMS can include user skill levels
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 8
Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
A. Services and Infrastructure
B. Applications and Infrastructure
C. Resources and Capabilities
D. Utility and Warranty
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 9
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)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 10
Which of the following is NOT the responsibility of the Service Catalogue Manager?
A. Ensuring that all operational services are recorded in the Service Catalogue
B. Ensuring that information in the Service Catalogue is accurate
C. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
D. Ensuring that information within the Service Pipeline is accurate
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 11
Which role would you MOST expect to be involved in the management of Underpinning Contracts?
A. Service Catalogue Manager
B. IT Designer/Architect
C. Process Manager
D. Supplier Manager
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 12
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)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 13
A plan for managing the end of a supplier contract should be created when?
A. The contract is being negotiated
B. The contract is about to be ended
C. The Supplier Manager decides that there is a risk the contract might need to end soon
D. The contract has been agreed
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 14
Which of the following sentences BEST describes a Standard Change?
A. A change to the service provider's established policies and guidelines
B. A pre-authorized change that has an accepted and established procedure
C. A change that is made as the result of an audit
D. A change that correctly follows the required change process
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 15
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:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 16
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)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 17
Which of these statements about Service Desk staff is CORRECT?
A. Service Desk staff should be recruited from people who have high levels of technical skill tominimize the
cost of training them
B. Service Desk staff should be discouraged from applying for other roles as it is more cost effective to keep
them in the role where they have been trained
C. The Service Desk can often be used as a stepping stone for staff to move into other more technical or
supervisory roles
D. The Service Desk should try to have a high level of staff turnover as the training requirements are low and
this helps to minimize salaries
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 18
Which of the following questions does Service Strategy help answer with its guidance?
1. How do we prioritize investments across a portfolio?
2. What services to offer and to whom?
3. What are the Patterns of Business Activity (PBA)?
A. 3 only
B. 1 only
C. 2 only
D. All of the above
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 19
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)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 20
How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
A. Each stage should be carried out once in the order Plan-Do-Check-Act
B. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement
Continual Improvement
C. There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement
Continual Improvement
D. The entire cycle should be repeated multiple times to implement Continual Improvement
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 21
Within the Continual Service Improvement (CSI) step improvement process, data needs to be gathered and
analyzed from which other area of the lifecycle in order to answer the                                                                                                                                                                    QUESTION "Did we get there?"?
A. Service Strategy
B. Service Design
C. Service Operation
D. Service Transition
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 22
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)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 23
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)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 24
In many organizations the role of Incident Manager is assigned to the Service Desk.
It is important that the Incident Manager is given the authority to:
A. Only manage Incidents effectively through 1st and 2nd line
B. Only manage Incidents effectively through the 1st line
C. Only manage Incidents effectively at the 3rd line
D. Manage Incidents effectively through 1st, 2nd and 3rd line
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 25
Which of the following statements is CORRECT?
A. The CMS is part of the Configuration Management Data Base (CMDB)
B. The KEDB and the CMS form part of the larger SKMS
C. The Service Knowledge Management System (SKMS) is part of the CMS
D. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 26
The MAIN purpose of the Service Portfolio is to describe services in terms of?
A. Business Value
B. Functionality
C. IT Assets
D. Service Level Requirements
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 27
Application Management plays a role in all applications. One of the key decisions to which they contribute is?
A. Whether to buy an application or build it
B. Should application development be outsourced
C. Who the vendor of the storage devices will be
D. Where the vendor of an application is located
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 28
What is the entry point or the first level of the V model?
A. Service Solution
B. Customer / Business Needs
C. Service Release
D. Service Requirements
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 29
What is the entry point or the first level of the V model?
A. Customer / Business Needs
B. Service Release
C. Service Requirements
D. Service Solution
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 30
Service Acceptance criteria are used to?
A. Ensure the design stage of the Lifecycle
B. Ensure Portfolio Management is in place
C. Ensure delivery and support of a service
D. Ensure service Key Performance Indicators (KPIs) are reported
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 31
Contracts relating to an outsourced Data Centre would be managed by?
A. Service Desk
B. Facilities Management
C. Technical Management
D. IT Operations Control
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 32
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. 2, 3 and 4 only
B. 1, 2 and 4 only
C. 1, 2 and 3 only
D. 1, 3 and 4 only
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 33
"Service Management is a set of specialized organizational capabilities for providing value to customers in the
form of services". These specialized organizational capabilities include which of the following?
A. Markets and Customers
B. Functions and Processes
C. People, products and technology
D. Applications and Infrastructure
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 34
Which of the following is NOT a valid objective of Request Fulfillment?
A. To provide a channel for users to request and receive standard services
B. To update the Service Catalogue with services that may be requested through the Service Desk
C. To provide information to users about what services are available and how to request them
D. To source and deliver the components of standard services that have been requested 13
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 35
Effective release and deployment management enables the service provider to add value to the business by?
A. Ensures that the fastest servers are purchased
B. Delivering change, faster and at optimum cost and minimized risk
C. Verifying the accuracy of all items in the configuration management database
D. Ensuring that all assets are accounted for
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 36
Which process is responsible for discussing reports with customers showing whether services have met their
targets?
A. Availability Management
B. Service Level Management
C. Continual Service Improvement
D. Business Relationship Management
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 37
What are the three Service Provider business models?
A. Internal Service provider, External Service provider, Outsourced 3rd Party
B. Internal Service Operations provider, External Service Operations provider, Shared Service Unit
C. Internal Service provider, Outsourced 3rd party and Off-shore party
D. Internal Service provider, External Service provider, Shared Service Provider
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 38
Which of the following CANNOT be stored and managed by a tool?
A. Data
B. Knowledge
C. Wisdom
D. Information
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 39
Which process is responsible for frequently occurring changes where risk and cost are low?
A. Incident Management
B. Request Fulfillment
C. Release and Deployment Management
D. Access management
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 40
Which of the following statements is CORRECT?
1. The only phase of the Service Management Lifecycle where value can be measured is Service Operation
2. All of the phases of the lifecycle are concerned with the value of IT services
A. Both of the above
B. Neither of the above
C. 2 only
D. 1 only
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 41
The BEST description of the purpose of Service Operation is?
A. To design and build processes that will meet business needs
B. To deliver and support IT Services at agreed levels to business users and customers
C. To decide how IT will engage with suppliers during the Service Management Lifecycle
D. To proactively prevent all outages to IT Services
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 42
Which of the following is NOT an aim of the Change Management process?
A. Overall business risk is optimized
B. Standardized methods and procedures are used for efficient and prompt handling of all Changes
C. All budgets and expenditures are accounted for
D. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management
system
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 43
How does Problem Management work with Change Management?
A. By installing changes to fix problems
B. By negotiating with Incident Management for changes in IT for Problem resolution
C. By issuing RFCs for permanent solutions
D. By working with users to change their IT configurations
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 44
Which of the following statements is CORRECT?
A. The CMS is part of the Configuration Management Data Base (CMDB)
B. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
C. The Service Knowledge Management System (SKMS) is part of the CMS
D. The KEDB and the CMS form part of the larger SKMS
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 45
Understanding customer usage of services and how this varies over the Business Lifecycle is part of which
process?
A. Service Portfolio Management
B. Service Level Management
C. Component Capacity Management
D. Demand Management
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 46
Which is NOT a purpose of Service Transition?
A. Ensure that a service can be managed, operated and supported.
B. Provide quality knowledge of Change, Release and Deployment Mgmt.
C. Plan and manage the capacity and resource requirements to manage a release.
D. Provide training and certification in project management.
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 47
Which of the following is the BEST definition of an Incident?
A. Loss of ability to operate to specification, or to deliver the required output
B. A change of state which has significance for the management of a Configuration Item or IT Service
C. A warning that a threshold has been reached, something has changed, or a failure has occurred
D. An unplanned interruption to an IT service or reduction in the quality of an IT service
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 48
The BEST description of the guidance provided by Service Design is?
A. The design and development of new services
B. The design and development of service improvements
C. The design and development of services and service management processes
D. The day-to-day operation and support of services
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 49
How many times should each stage of the Plan, Do, Check, Act (PDCA) cycle be visited?
A. Each stage should be carried out once in the order Plan-Do-Check-Act
B. There should be a single Plan and Do,then Check and Act should be carried out multiple times to implement
Continual Improvement
C. The entire cycle should be repeated multiple times to implement Continual Improvement
D. There should be a single Plan,then the Do-Check-Act cycle should be repeated multiple times to implement
Continual Improvement
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 50
Which process is responsible for frequently occurring changes where risk and cost are low?
A. Access management
B. Request Fulfillment
C. Release and Deployment Management
D. Incident Management
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 51
To add value to the business, what are the four reasons to monitor and measure?
A. Validate; Direct; Justify; Improve
B. Evaluate; Diagnose; Justify; Intervene
C. Validate; Direct; Justify; Intervene
D. Evaluate; Direct; Justify; Improve
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 52
Before embarking on the 7-step Continual Service Improvement (CSI) process, which of the following items
need to be identified?
A. Business Objectives, IT Objectives, Process Metrics
B. Process Models, Goals and Objectives
C. Vision and Strategy, Tactical Goals and Operational Goals
D. Business and IT Strategy and Process Definitions
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 53
Which of the following statements is CORRECT for every process?
1. It delivers its primary results to a customer or stakeholder
2. It defines activities that are executed by a single function
A. 2 only
B. 1 only
C. Neither of the above
D. Both of the above
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 54
Service Assets are used to create value. Which of the following are the MAJOR types of Service Asset?
A. Resources and Capabilities
B. Services and Infrastructure
C. Utility and Warranty
D. Applications and Infrastructure
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 55
Which of the following sentences BEST describes a Standard Change?
A. A change to the service provider's established policies and guidelines
B. A change that correctly follows the required change process
C. A change that is made as the result of an audit
D. A pre-authorized change that has an accepted and established procedure
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 56
What is the definition of an Alert?
A. An error message to the user of an application
B. A warning that a threshold has been reached or that something has changed
C. A type of Incident
D. An audit report that indicates areas where IT is not performing according to agreed procedures
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 57
Which of the following would NOT be a task carried out by the Request Fulfillment process?
A. The sourcing and delivering of the components of requested standard services (e.g. licenses and software
media)
B. Provision of a channel for users to request and receive standard services for which a pre- defined approval
and qualification process exists
C. Provision of information used to compare actual performance against design standards
D. Provision of information to users and customers about the availability of services and the procedure for
obtaining them
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 58
The group that authorizes changes that must be installed faster than the normal process is called the?
A. Urgent Change Board (UCB)
B. CAB Emergency Committee (CAB/EC)
C. Emergency CAB (ECAB)
D. Urgent Change Authority (UCA)
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 59
Which of the following CANNOT be stored and managed by a tool?
A. Data
B. Wisdom
C. Information
D. Knowledge
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 60
Which of the following is NOT a characteristic of a process?
A. It is measurable
B. Delivers specific results
C. A method of structuring an organization
D. Responds to specific events
Answer: C
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 61
Which role would you MOST expect to be involved in the management of Underpinning Contracts?
A. IT Designer/Architect
B. Process Manager
C. Service Catalogue Manager
D. Supplier Manager
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 62
Which of the following is NOT the responsibility of the Service Catalogue Manager?
A. Ensuring that all operational services are recorded in the Service Catalogue
B. Ensuring that information in the Service Catalogue is consistent with information in the Service Portfolio
C. Ensuring that information in the Service Catalogue is accurate
D. Ensuring that information within the Service Pipeline is accurate
Answer: D
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 63
The difference between service metrics and technology metrics is BEST described as?
A. Service metrics measure the end to end service; Technology metrics measure individual components
B. Service metrics measure maturity and cost; Technology metrics measure efficiency and effectiveness
C. Service metrics include critical success factors and Key Performance Indicators; Technology metrics
include availability and capacity
D. Service metrics measure each of the service management processes; Technology metrics measure the
infrastructure
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 64
The term 'Service Management' is best used to describe?
A. Units of organizations with roles to perform certain activities
B. A set of specialized organizational capabilities for providing value to customers in the form of services
C. The management of functions within an organization to perform certain activities
D. A set of specialized organizational capabilities for providing functions to customers in the form of services
Answer: B
Section: (none)
Explanation/Reference:
Explanation:
http://www.dumps.01world.in
                                                                                                                                                                   QUESTION 65
Which of the following is the BEST definition of an Incident?
A. A warning that a threshold has been reached, something has changed, or a failure has occurred
B. An unplanned interruption to an IT service or reduction in the quality of an IT service
C. A change of state which has significance for the management of a Configuration Item or IT Service
D. Loss of ability to operate to specification, or to deliver the required output
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 66
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the
agreed and documented process?
A. The Request Fulfillment Process Manager
B. The Request Fulfillment Process Owner
C. The Service Desk Manager
D. The Service Manager
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 67
Which Service Design process makes the most use of data supplied by Demand Management?
A. IT Service Continuity Management
B. Service Level Management
C. Service Catalogue Management
D. Capacity Management
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 68
Which of the following statements is CORRECT?
A. The KEDB and the CMS form part of the larger SKMS
B. The Configuration Management System (CMS) is part of the Known Error Data Base (KEDB)
C. The Service Knowledge Management System (SKMS) is part of the CMS
D. The CMS is part of the Configuration Management Data Base (CMDB)
Answer: A
Section: (none)
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                                                                                                                                                                   QUESTION 69
The group that authorizes changes that must be installed faster than the normal process is called the?
A. CAB Emergency Committee (CAB/EC)
B. Emergency CAB (ECAB)
C. Urgent Change Board (UCB)
D. Urgent Change Authority (UCA)
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 70
What is a RACI model used for?
A. Performance analysis
B. Recording Configuration Items
C. Defining roles and responsibilities
D. Monitoring services
Answer: C
Section: (none)
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                                                                                                                                                                   QUESTION 71
Which of the following statements about processes is INCORRECT?
A. The output from a process has to conform to operational norms derived from business objectives
B. The objective of any IT process should be expressed in terms of business benefits and goals
C. A process may define policies, standards and guidelines
D. The definition of Process Control is "The activity of planning and regulating a process, with the objective of
achieving Best Practice"
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 72
Which of the following sentences BEST describes a Standard Change?
A. A pre-authorized change that has an accepted and established procedure
B. A change that is made as the result of an audit
C. A change that correctly follows the required change process
D. A change to the service provider's established policies and guidelines
Answer: A
Section: (none)
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                                                                                                                                                                   QUESTION 73
What are the three Service Provider business models?
A. Internal Service provider, External Service provider, Shared Service Provider
B. Internal Service Operations provider, External Service Operations provider, Shared Service Unit
C. Internal Service provider, External Service provider, Outsourced 3rd Party
D. Internal Service provider, Outsourced 3rd party and Off-shore party
Answer: A
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                                                                                                                                                                   QUESTION 74
Which of the following statements about processes is INCORRECT?
A. The output from a process has to conform to operational norms derived from business objectives
B. The definition of Process Control is "The activity of planning and regulating a process, with the objective of
achieving Best Practice"
C. The objective of any IT process should be expressed in terms of business benefits and goals
D. A process may define policies, standards and guidelines
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 75
A Service Level Agreement is?
A. The part of a contract that specifies responsibilities of each party
B. An agreement between the Service Provider and their customer
C. An agreement between a Service Provider and an external supplier
D. An agreement between the Service Provider and an internal organization
Answer: B
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                                                                                                                                                                   QUESTION 76
One of the five major aspects of Service Design is the design of the service solutions. It includes?
A. Requirements, resources and capabilities needed and agreed
B. Only requirements needed and agreed
C. Only capabilities needed and agreed
D. Only resources and capabilities needed
Answer: A
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                                                                                                                                                                   QUESTION 77
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the
agreed and documented process?
A. The Service Desk Manager
B. The Service Manager
C. The Request Fulfillment Process Manager
D. The Request Fulfillment Process Owner
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 78
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
A. Produce quality, secure and resilient designs for new or improved services, technology architecture,
processes or measurement systems that meet all the agreed current and future IT requirements of the
organization
B. Produce and maintain all necessary Service Transition packages
C. Take the overall Service Strategies and ensure 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: B
Section: (none)
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                                                                                                                                                                   QUESTION 79
Which is the correct combination of Service Management terms across the Lifecycle?
A. 1C, 2B, 3A, 4D
B. 1A, 2B, 3C, 4D
C. 1C, 2D, 3A, 4B
D. 1B, 2C, 3D, 4A
Answer: A
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                                                                                                                                                                   QUESTION 80
Staff in an IT department are experts in managing specific technology, but none of them know what services
are offered to the business. What imbalance does this represent?
A. Extreme focus on cost
B. Extreme focus on responsiveness
C. Vendor focused
D. Extreme internal focus
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 81
Which is the first step in the 7 Step Improvement Process?
A. Where are we now?
B. Identify gaps in Service Level Agreement (SLA) achievement
C. Prepare for action
D. Define what you should measure
Answer: D
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                                                                                                                                                                   QUESTION 82
Which of the following is NOT part of the Service Design phase of the Service Lifecycle?
A. Produce and maintain all necessary Service Transition packages
B. Produce quality, secure and resilient designs for new or improved services, technology architecture,
processes or measurement systems that meet all the agreed current and future IT requirements of the
organization
C. Take the overall Service Strategies and ensure 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 83
In which core publication can you find detailed descriptions of Service Level Management, Availability
Management, Supplier Management and IT Service Continuity Management?
A. Service Operation
B. Service Transition
C. Service Strategy
D. Service Design
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 84
Who is responsible for ensuring that the Request Fulfillment process is being performed according to the
agreed and documented process?
A. The Request Fulfillment Process Manager
B. The Request Fulfillment Process Owner
C. The Service Manager
D. The Service Desk Manager
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 85
Which Service Design process makes the most use of data supplied by Demand Management?
A. IT Service Continuity Management
B. Service Catalogue Management
C. Capacity Management
D. Service Level Management
Answer: C
Section: (none)
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                                                                                                                                                                   QUESTION 86
Which of the following statements BEST describes a Definitive Media Library (DML)?
A. A secure location where definitive hardware spares are held
B. A secure electronic library that contains all copies of software andlicences
C. A secure library where definitive authorized versions of all software and back-ups are stored and protected
D. A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and
protected
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 87
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 design and build processes that will meet business needs
C. To proactively prevent all outages to IT Services
D. To deliver and support IT Services at agreed levels to business users and customers
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 88
Which of the following is NOT an aim of the Change Management process?
A. All changes to Service Assets and Configuration Items (CIs) are recorded in the Configuration Management
system
B. Overall business risk is optimized
C. Standardized methods and procedures are used for efficient and prompt handling of all Changes
D. All budgets and expenditures are accounted for
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 89
Which of these is NOT a responsibility of Application Management?
A. Ensuring that the correct skills are available to manage the infrastructure
B. Providing guidance to IT Operations about how best to manage the application
C. Deciding whether to buy or build an application
D. Assisting in the design of the application
Answer: A
Section: (none)
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                                                                                                                                                                   QUESTION 90
What is a RACI model used for?
A. Defining roles and responsibilities
B. Performance analysis
C. Recording Configuration Items
D. Monitoring services
Answer: A
Section: (none)
Explanation/Reference:
Explanation:
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                                                                                                                                                                   QUESTION 91
Which is the first step in the 7 Step Improvement Process?
A. Prepare for action
B. Define what you should measure
C. Identify gaps in Service Level Agreement (SLA) achievement
D. Where are we now?
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 92
What is the definition of an Alert?
A. A type of Incident
B. A warning that a threshold has been reached or that something has changed
C. An error message to the user of an application
D. An audit report that indicates areas where IT is not performing according to agreed procedures
Answer: B
Section: (none)
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                                                                                                                                                                   QUESTION 93
Which one of the following statements about Incident reporting and logging is correct?
A. All calls to the Service Desk must be logged as Incidents to assist in reporting Service Desk activity
B. Incidents reported by technical staff must be logged as problems because technical staff manage
infrastructure devices not services
C. Incident can only be reported by users, since they are only the only people who know when a service has
been disrupted
D. Incidents can be reported by anyone who detects a disruptions or potential disruption to normal service.
This includes technical staff
Answer: B
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                                                                                                                                                                   QUESTION 94
To add value to the business, what are the four reasons to monitor and measure?
A. Evaluate; Diagnose; Justify; Intervene
B. Validate; Direct; Justify; Improve
C. Validate; Direct; Justify; Intervene
D. Evaluate; Direct; Justify; Improve
Answer: C
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                                                                                                                                                                   QUESTION 95
In Service Operation, if too much emphasis is placed on 'Stability', what might the likely outcome be in terms of
responsiveness to customer needs?
A. Customers needs will be met more easily because of the improved stability of the services with fewer
failures to disrupt timely delivery
B. From the information given, it is not possible to comment regarding the impact on responsiveness of overemphasis
on stability
C. There is only likely to be a positive outcome from improved stability - the customers must be made fully
aware of this and their expectations regarding responsiveness must be managed
D. It is possible that responsiveness may suffer and customers needs may not be met within business
timescales
Answer: D
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                                                                                                                                                                   QUESTION 96
Which of the following CANNOT be stored and managed by a tool?
A. Knowledge
B. Data
C. Information
D. Wisdom
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 97
Major Incidents require?
A. Less documentation
B. Longer timescales
C. Less urgency
D. Separate procedures
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 98
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 the technology architecture and management systems
C. The design of Market Spaces
D. The design of new or changed services
Answer: C
Section: (none)
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                                                                                                                                                                   QUESTION 99
Which of the following is NOT an objective of Problem Management?
A. Eliminating recurring Incidents
B. Minimizing the impact of Incidents that cannot be prevented
C. Preventing Problems and resulting Incidents from happening
D. Restoring normal service operation as quickly as possible and Minimizing adverse impact on the business
Answer: D
Section: (none)
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                                                                                                                                                                   QUESTION 100
Which of the following statements BEST describes a Definitive Media Library (DML)?
A. A secure location where definitive hardware spares are held
B. A secure library where definitive authorized versions of all software and back-ups are stored and protected
C. A secure electronic library that contains all copies of software and licenses
D. A secure library where definitive authorized versions of all media Configuration Items (CIs) are stored and
protected
Answer: D
Section: (none)
Explanation/Reference:
Explanation: